We are hiring a dayshift Workforce Analyst who will churn out timely productivity reports to our leads. This job is permanent work from home, freelance, has a 9-hour shift. The successful candidate must be willing to work on weekends if needed.
As a WFM RTA Supervisor, you will:
Communicate company policy information and requirements to staff, and ensure operational decisions comply with the policy;Develop and motivate RTA through regular coaching and feedback that lead to improved results;Lead the Workforce team responsible for short-term and long-term workload forecasting, scheduling, real-time resource management, and proactively working to meet daily metrics;Optimize resources, identify and implement process improvements, and leverage automation and technology to ensure delivery of key metrics, staffing budget, training requirements, and performance;Synthesize quantifiable data into easy-to-understand actionable recommendations, and execute communication strategy for regular business results to the executive leadership team;Increase efficiency and recommend staffing strategies;Act as a Workforce Management liaison with internal and external site operations, including home-based associates and metro or state offices, by providing same-day and 7-day planning;Serve as a trusted partner and advisor to leadership teams;Partner with training and operations to coordinate all required training;Act as a key member of the Disaster Recovery and Storm Planning teams by directing the staffing alignment and resources to ensure minimal impact of disasters to customers;Research and identify potential vendor solutions that will help improve efficiency and reduce costs to provide customer satisfaction.
So, do you have what it takes to become a WFM RTA Supervisor?
Requirements:
With at least three years of experience in leading a WFM team—capacity planning, forecasting, scheduling, and real-time monitoringProficient with phone system reporting and scheduling tools (e.g., Verint, Nice, IEX, and Cisco) as well as Microsoft Office (e.g., Excel, PowerPoint)With strong project management, quantitative, and analytical skillsA great listener who also has excellent interpersonal and verbal and written communication skillsA team player who consistently demonstrates respect, inclusion, and an open mindCan motivate the team and promote change by influencing and guiding others in a positive manner
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