Workforce Management Real Time Analyst

The Onsite Workforce Management Real Time Analyst plays a vital role within Inktel by ensuring that we achieve our objectives by adjusting to the real time events related to staffing and schedule adherence. This role is empowered to help address issues and make changes as appropriate to ensure that program objectives are being met.

Primary Responsibilities:

• Manage and monitor intraday queue performance and schedule adherence.
• Partner with Operations to ensure that a workforce management plan is in place and is actively being implemented.
• Monitor real-time ACD agent work states & notify leadership of exceptions.
• Perform real time changes to agent schedules in WFM platform.
• Serve as point of contact between Operations and Workforce Management to identify:

o    Unexpected changes in volume which require changes to plan.

o    Unexpected changes to absenteeism which might require a change in hours.

• Monitor and document absenteeism within the WFM platform.
• Understand client specific objectives and corresponding metrics necessary to achieve goals.
• Communicate with client scheduling and RTA groups as required.
• Other duties as assigned 

Qualifications:

• 2 years of experience working in a Contact Center
• Strong understanding of Contact Center best practices
• Experience using Microsoft Office, primarily Excel, Outlook, and OneNote
• Ability to work on site in our Indianapolis facility
• Ability to work overtime as required

Why you'll love working here:

• Work with the most passionate and hardworking people focused on a common goal.
• Be empowered to make a difference every day.
• Have your input matter and your ideas taken seriously.
• Enhance an already existing culture of winning.

Why you'll love working here:

The compensation package for this position includes a competitive base salary commensurate with experience, as well as a comprehensive benefits package of medical, dental, short/long term disability, life insurance, personal time off, and a 401K plan.

Inktel is proud to be an Equal Opportunity Employer and Drug Free workplace. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with disability.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)