WFM/RTA Analyst

Ghrs Training is looking for an experienced WFM/RTA Analyst to join our team. If you have a solid background in workforce management and real-time analysis, with expertise in optimizing contact center operations, this role is for you!

Key Responsibilities:

• Perform Real-time analysis of contact center performance, identifying and addressing deviations from planned metrics.
• Monitor agent adherence, queues, and service levels, taking immediate action to maintain operational efficiency.
• Contribute to Capacity Planning by analyzing historical data and forecasting future staffing needs to meet service level agreements.
• Develop and manage agent Scheduling, ensuring optimal coverage and resource allocation across various channels.
• Track and report on key WFM metrics such as Shrinkage and Occupancy, providing insights for improvement.
• Collaborate with operations teams to implement strategies for enhancing productivity and efficiency.
• Generate and analyze reports on WFM performance, presenting findings and recommendations to stakeholders.

About You:

• You have 2 years of experience in WFM/RTA (Workforce Management/Real-Time Analysis).
• You possess strong skills in Real-time analysis, Capacity Planning, Scheduling, Shrinkage, and Occupancy.
• You are analytical, detail-oriented, and capable of making quick, informed decisions in a fast-paced environment.
• You have excellent communication skills, with the ability to collaborate effectively with various teams.