A-Line Staffing Solutions

Compensation

Full Description

Job Description (W2 Contract) We are seeking a detail-oriented and proactive WFM & Real-Time (RT) Operations Support Analyst to join our team. This role is integral to ensuring strategic organizational goals are met by managing workflows across multiple locations. The ideal candidate will have strong analytical skills, experience with workforce management processes, and a collaborative mindset. In this role, you will: Key Responsibilities: • Develop Dynamic Schedules & Forecasting • Analyze data to create actionable insights for workforce planning. • Support intraday monitoring and management of workflows to meet service level goals. • Forecast staffing needs using historical data, seasonal trends, and performance metrics. • Performance Monitoring & Reporting • Research and analyze operational support data to draw meaningful conclusions. • Prepare daily reports, facilitate planning calls, and manage case tracking systems. • Real-Time Monitoring & Optimization • Recommend and implement real-time staffing improvements. • Optimize staff allocation to improve operational efficiency and key performance indicators (KPIs). • Collaborate with managers and call center leaders to adjust workflows as business needs change. • Dashboard Development & Metrics Tracking • Develop dashboards to monitor performance metrics and operational support functions. • Assist managers in contingency planning to mitigate workflow shortages. • Agent Performance & Productivity Management • Track and analyze agent performance and productivity metrics. • Lead projects and contribute to process improvement initiatives. • Collect and analyze Voice of Customer survey metrics to identify operational gaps. • Level One IT Support & Access Requests • Support IT collaboration efforts to ensure system access for all personnel. • Act as a point of contact for troubleshooting system errors affecting real-time operations. • Training & Quality Assurance Support • Track operational metrics supporting QA, Workforce Management, and Training functions. • Provide feedback to QA teams to identify improvement areas and enhance workforce efficiency. • Time Off Scheduling & Resource Planning • Assist with PTO scheduling to maintain staffing levels and KPI performance. • Support initiatives related to backlog management, agent performance, and operational reporting. Qualifications: • Strong analytical and problem-solving skills. • Experience with workforce management, real-time operations, or contact center environments. • Proficient in data analysis and reporting tools. • Excellent communication and collaboration skills. • Ability to work in a fast-paced, dynamic environment.