Carwow The Workforce Management Real Time Analyst at Carwow monitors and optimizes real-time staffing to meet service level agreements. This role involves tracking live adherence, managing dialer settings, and responding to workforce disruptions.
Responsibilities
We are seeking a highly analytical and proactive Real-Time Analyst to join our Workforce Management (WFM) team. This role will be instrumental in monitoring and optimizing real-time staffing, ensuring service level agreements (SLAs) are met, and addressing operational challenges as they arise. The Real-Time Analyst will work closely with operations, WFM, and leadership to drive efficiency, improve agent performance, and enhance customer experience.
Real-Time Monitoring: Track live adherence, call volumes, and agent activity to ensure optimal workforce utilization.
Dialer Management: Oversee and adjust outbound dialer settings to maximize efficiency and minimize idle time.
Intraday Staffing Adjustments: Reallocate resources dynamically based on demand fluctuations and operational needs.
SLA & KPI Management: Identify and mitigate risks related to SLAs, occupancy, and service levels.
Incident Response: Act as the first point of contact for escalations related to workforce disruptions or system issues.
Performance Reporting: Provide real-time insights and intraday reports to operations and leadership.
Collaboration: Work closely with WFM planners, schedulers, and team managers to align staffing with business needs.
Qualification
Please noteStrong knowledge of WFM toolsWHAT’S IN IT FOR YOUShare options - when we thrive
Required
Please note: We know that no candidate will be the perfect match for all we've listed in this posting, so we’d encourage you to apply if you feel you're close to the brief but not an exact match. Ideally you’ll
2+ years of experience in workforce management or related field
Strong analytical and problem-solving skills
Excellent communication and interpersonal skills
Proficient in Gsheets and other data analysis tools
Strong knowledge of WFM tools, real-time tracking software, and dialer management systems.
Ability to work independently and as part of a team
If you are a highly motivated and detail-oriented individual with a passion for workforce management, we encourage you to apply for this exciting opportunity.
WHAT’S IN IT FOR YOU
Competitive salary to fund that dream holiday to Bali
Matched pension contributions for a peaceful retirement
