Workforce Mgmt Real-Time Analyst - 90064939 - Washington
Washington, DC, US, 20001 Philadelphia, PA, US, 19104
Your success is a train ride away!
As we move America’s workforce toward the future, Amtrak connects businesses and communities across the country. We employ more than 20,000 diverse, energetic professionals in a variety of career fields throughout the United States. The safety of our passengers, our employees, the public and our operating environment is our priority, and the success of our railroad is due to our employees.
Are you ready to join our team?
Our values of ‘Do the Right Thing, Excel Together and Put Customers First’ are at the heart of what matters most to us, and our Core Capabilities, ‘Building Trust, Accountability, Effective Communication, Customer Focus, and Proactive Safety & Security’ are what every employee needs to know and do to be most impactful at Amtrak. By living the Amtrak values, focusing on our capabilities, and actively embracing and fostering diverse ideas, backgrounds, and perspectives, together we will honor our past and make Amtrak a company of the future.
This position is open to the following locations: Philadelphia, PA and Washington, DC
SUMMARY OF DUTIES:
The Workforce Management Real-Time Analyst (RTA) is responsible for monitoring and recommending actions to optimize operational performance for voice agents throughout the Care Center in real-time, ensuring service levels and KPIs are met, and providing a positive customer experience. This role involves analyzing real-time data, managing agent adherence, and providing support to supervisors and management. Key responsibilities would include monitoring call volumes, handling real-time exceptions, and contributing to continuous process improvement.
ESSENTIAL FUNCTIONS:
• Workforce management:
o Partner with the Sr Manager Care Center Planning on scheduling, forecasting, and resource allocation.
• Data analysis and forecasting:
o Analyze historical and current data to identify trends, anomalies, and areas for improvement.
o Monitor real-time performance data, generate performance reports, identify workforce gaps, and areas for improvement.
• Performance reporting:
o Generate and distribute performance reports.
• Real-time monitoring:
o Continuously track key performance indicators (KPIs) ASA, AHT, ABN and service level adherence.
o Continuously monitor call volumes, agent statuses, and other relevant metrics to identify potential issues and deviations from planned schedules.
• Adherence Management:
o Manage agent adherence to schedules, collaborate with the Timekeeping and Manpower Planning to track schedule exceptions, and ensure timely adjustments.
o Manage real-time exceptions such as breaks, lunches, and other activities, ensuring accurate tracking and adherence.
• Communication and collaboration:
o Communicate real-time updates to the Care Center leadership team and collaborate to address challenges and potential issues.
• Process improvement:
o Identify opportunities for performance improvement and operational efficiency and provide recommendations.
o Contribute to the development and improvement of WFM processes and workflows.
MINIMUM QUALIFICATIONS:
• Analytical and problem-solving skills:
o Ability to analyze data, identify patterns/trends, and make informed decisions.
• Excellent communication and interpersonal skills:
o Excellent verbal and written communication skills with the ability to speak at all levels of the organization
• Familiarity with WFM tools and processes:
o Experience with WFM tools and an understanding of workforce management.
• Strong organizational skills:
o Ability to manage multiple tasks and prioritize effectively
• Ability to work under pressure:
o Ability to handle stressful situations and make quick decisions when necessary
• Detail-oriented:
o Ability to pay close attention to detail and ensure accuracy in data and reports
• Proficiency in data analysis tools:
o Experience with data analysis tools and software is required.
• Bachelor’s degree, or equivalent related work experience
• Understanding of call center performance metrics
• Proficient in Microsoft Office Suite with strong skills/experience with Excel
• Experience working in a call center or similar high-volume contact center environment or other operational areas in an analyst role
PREFERRED QUALIFICATIONS:
• Working knowledge of Avaya Cloud and Verint systems
• 5+ years of experience working in a call center or similar high-volume contact center environment or other operational areas in an analyst role
• Project management skills
• Continuous improvement mindset
• Experience working in the hospitality, travel industry
WORK ENVIRONMENT:
• High volume, omnichannel contact center
• Remote, hybrid, premise, and 3rd party workforce
• Dynamic, fast-paced environment
• Occasional travel (up to 20%)
The salary/hourly range is $65,500-$84,888, Pay is based on several factors including but not limited to education, work experience, certifications, internal equity, etc. Depending on an employee’s assigned worksite or location, Amtrak may consider a geo-pay differential to be applied to the employee’s base salary. Amtrak may offer additional incentive and pay programs to recognize and reward our employees, including a short-term incentive bonus based upon factors such as individual and company performance that is commensurate with the level of the position and/or long-term incentive plan compensation. In addition to your salary, Amtrak offers a comprehensive benefit package that includes health, dental, and vision plans; health savings accounts; wellness programs; flexible spending accounts; 401K retirement plan with employer match; life insurance; short and long term disability insurance; paid time off; back-up care; adoption assistance; surrogacy assistance; reimbursement of education expenses; Public Service Loan Forgiveness eligibility; Railroad Retirement sickness and retirement benefits; and rail pass privileges. Learn more about our benefits offerings here.
Requisition ID:164842
Work Arrangement:06-Onsite 4/5 Days Click here for more information about work arrangements at Amtrak.
Relocation Offered:No
Travel Requirements:Up to 25%
You power our progress through your performance.
We want your work at Amtrak to be more than a job. We want your career at Amtrak to be a fulfilling experience where you find challenging work, rewarding opportunities, respect among colleagues, and attractive compensation. Amtrak maintains a culture that values high performance and recognizes individual employee contributions.
Amtrak is committed to a safe workplace free of drugs and alcohol. All Amtrak positions requires a pre-employment background check that includes prior employment verification, a criminal history check and a pre-employment drug screen.
Candidates who test positive for marijuana will be disqualified, regardless of any state or local statute, ordinance, regulation, or other law that legalizes or decriminalizes the use or possession of marijuana, whether for medical, recreational, or other use. Amtrak's pre-employment drug testing program is administered in accordance with DOT regulations and applicable law.
In accordance with DOT regulations (49 CFR § 40.25), Amtrak is required to obtain prior drug and alcohol testing records for applicants/employees intending to perform safety-sensitive duties for covered Department of Transportation positions. If an applicant/employee refuses to provide written consent for Amtrak to obtain these records, the individual will not be permitted to perform safety-sensitive functions.
In accordance with federal law governing security checks of covered individuals for providers of public transportation (Title 6 U.S.C. §1143), Amtrak is required to screen applicants for any permanent or interim disqualifying criminal offenses.
Note that any education requirement listed above may be deemed satisfied if you have an equivalent combination of education, training and experience.
Amtrak is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race/color, to include traits historically associated with race, including but not limited to, hair texture and hairstyles such as braids, locks and twists, religion, sex (including pregnancy, childbirth and related conditions, such as lactation), national origin/ethnicity, disability (intellectual, mental and physical), veteran status, marital status, ancestry, sexual orientation, gender identity and gender expression, genetic information, citizenship or any other personal characteristics protected by law..
