Position: WFM Real Time Analyst
Company: Helpware
Experience required: 3y
Category: Other
English level: fluent
Published: 2023-06-01T00:00:00+03:00

Company Background

Helpware is a technology-driven American company with offices in the USA, Poland, Germany, Albania, Georgia, Ukraine, Mexico, Philippines, and Uganda, providing Customer Experience & Operational Support services for modern companies. Our team of professionals is driven by the purpose of delivering best-in-class value-adding solutions to our partners by leveraging our empowered teams, innovative solutions, and technologies.

 What is the role about?  

Ensures passing service levels for each Operations account by engaging in real-time management of the queue. Responds to and acts as the central point of communication in all events and of circumstances impacting account performance.

 What awaits you in this role:

Updates and processes data for real-time performance analysis.
Obtains quantifiable performance figures (i.e. call volume, AHT, running service level) in order to make critical recommendations to address account performance issues.
Manages and monitors the queue for the Operations account against the attainment of passing service levels.
 Keenly observes the queue and proactively responds with action plans for the account’s activities by continually communicating with Team Captains and Operations Management.
Acts as the central point of communication regarding account performance by cascading vital information to key decision-makers.
Escalates relevant information on account performance to Management and ensures proper document on major incidents.
Keeps abreast of new policies and procedures addressing day-to-day issues of specific accounts.
Provides information on key issues and challenges in attaining service levels, and devises necessary responses to resolve such matters.
Occasionally conducts training for Team Captains in order to equip them with the necessary skills for real-time queue management.
Conducts training for new hires, or as required for Operations.
Other related tasks assigned by managers of the Clients and/or Helpware
Who are we looking for:

At least one (1) year of Workforce Management experience within the call center / customer service industry.
Formal training in Workforce Management (i.e. real-time data analysis, queue management) preferred.
Previous call center operations experience preferred.
Time and project management skills.
Excellent oral and written communication skills. Fluency in the English language.  B2 + English level; 
Adaptive to changing work schedules, working hours, and site assignments.
Customer orientation. Problem-Solving, Decision-Making, and Analytical skills. Presentation skills. Attention to detail.Skills and Qualifications:
Previous experience in data entry will be a huge plus;
Advanced Excel user will be plus;
Highly organized, displays time management skills;
Ability to learn fast and to perform in a dynamic environment.
Must possess effective organizational and time management skills, strong leadership skills
Amenable to work on the night shift/shifting schedule
Solutions minded and results oriented
Excellent working ethics
Technical Skills:

Basic knowledge of workforce management processes, concepts and principles (i.e. staffing projections, scheduling, service level analysis, metrics monitoring).
Prior knowledge of client specifics (i.e. nature of account, metrics) and of ACD / PABX and workforce management software systems preferred.
 Working knowledge of call center operations and organization.
Proficiency with MS Office applications (i.e. MS Word, Excel) as well as call center-specific software and applications (i.e. Baleen, BluePumpkin, CentreVu, NICE, iEX, Verint, etc).