Job Information
Aspen Dental Analyst Workforce Management- Real Time in Phoenix, Arizona
This is an Evening Shift (1:30 pm - 10:00 pm Eastern Time) M-F with some overtime on weekends as needed.
The Workforce Real-Time Analyst (RTA) is a member of the Workforce Management team and supports multiple contact centers across Aspen Dental and other brands including the Scheduling Center, and Patient Services. The Workforce RTA is responsible for ensuring answer rate goals are achieved and contact center agents are following their schedules. The Workforce RTA is also responsible for scheduling and tracking offline exceptions and works closely with supervisors and managers to check on agents and assist in real-time.
Job Duties and Responsibilities :
Monitor incoming calls to ensure we are meeting answer rategoals
Track agent adherence to schedules including breaks and other off phone activities
Collaborate with internal customers, other teams, departments, and contact center staff to identify opportunities to improveresource utilization and achieve service goals
Responsible for agent waitlistand time off requests
Process agent schedule trades
Adjust agentschedules based on ad-hoc requests from supervisors and managers
Maintain agent skills in Avaya CMS and adjust as needed
Utilize Amelia/SMS option to maintainanswer rate expectations
Create and update documentation and training guides for the RTA team as it pertains to policies and procedures
KeepWFM and Operation teams updated on performance throughout the day
Work one weekend day/partial shift per month for support/OT
Volunteer to work holidayswhen the contact center is open and provide WFM support as needed
Other duties as requested or assigned
Minimum Qualifications :
High school diploma or equivalent, bachelor’s degree preferred
1+ year contact center experience
Preferred 1+ year ofWorkforce Management experience
Preferred experience with Workforce Management software solutions such as Pipkins, NICE, Verint, Calabrio, Alvaria, Avaya CMS Supervisor etc.
Demonstrate reliability and strong customer service skills
Strong attention to detail and follow-through
Team player that works well with remote teammates and remote supervision
Fluent with Microsoft Office Suite
Flexibility with schedule
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