Workforce Management Real Time Analyst - Remote

The Workforce Management Real Time Analyst (RTA) performs complex statistical and process analysis, real time staff scheduling, and monitoring daily operations. Work involves coordinating and implementing departmental studies and evaluations, reviewing systems and procedures, monitoring operations of the contact center phone system, monitoring and forecasting departmental staffing needs, and creating and managing benefit counselor work schedules. May assign and/or supervise the work of others. May train others on statistical analysis and other workforce management concepts.
This a primarily remote position that will occasionally require the selected applicant to report to the TRS offices, located in Austin, TX, based on business needs. All applicants must reside in the state of Texas upon employment and continue to reside in Texas throughout employment with TRS.
WHAT YOU WILL DO:
Contact Center Workforce Analysis

• Coordinates with the Workforce Management Scheduler and Forecaster to develop strategies and implement plans to maintain
• Interprets real time data to identify problems, causes, and areas for which procedural or system changes may be necessary.
• Reviews and evaluates policies, procedures, goals and objectives and makes recommendations for improvement and/or corrective action to standardize or improve departmental operations.

adequate staffing levels during unexpected staff shortages.

• Evaluates and monitors real-time schedule adherence and other contact center standards that may impact service levels and

member experience.

• Manages service level performance and makes real time adjustments as needed.
• Monitors real time contact center performance and escalates potential issues or unusual activities that impact contact center

performance and member experience.
Staff Scheduling and Real Time Performance

• Ensures real time staffing levels are optimal to meet or exceed service level goals based on staffing, off the phone activities, and

employee performance as it relates to call handling standards.

• Monitors real-time call volume in order to make real time schedule adjustments based on call arrival patterns, attendance, and

schedule deviations to meet service level goals.

• Coordinates with Workforce Management Scheduler and Forecaster to adjust real time schedules for off the phone activities, such as meetings or trainings, while ensuring minimal impact to external customers.
• Proactively communicates details of call handling performance and service levels with management.
• Effectively executes contingency plans due to unexpected workflow changes or variances in daily call arrival patterns.
• Reports system data with integrity and accuracy.

Statistical Reporting and Analysis

• Provides back up support to Workforce Management Scheduler and Forecaster when necessary
• Monitors real time productivity levels and identifies opportunities to optimize operational efficiencies; works in collaboration with the Workforce Management Scheduler and Forecaster to develop and recommend changes that will improve the efficiency of the contact center.
• Assists with development of Benefit Services guidelines, policies and procedures.
• Presents findings through written documentation or formal presentation when appropriate.
• Provides back-up support for Benefit Counseling Department Supervisors as necessary.
• Recommends operational improvements based on real time performance.
• Produces accurate and timely reports based on same business day activities when necessary.

• Performs related work as assigned.