The WFM Command Center Analyst is responsible for real-time performance management across our contact center network and acts as a key support partner to Command Center Operations Managers. This role ensures operational continuity by executing intraday interventions, maintaining accurate skilling and routing in Genesys Cloud, and providing timely reporting and insights that enable Operations Managers to make informed decisions.
Key Responsibilities
- Support Command Center Operations Managers by providing real-time data, alerts, and actionable recommendations. Assist in implementing tactical decisions and document outcomes.
- Monitor service levels, queue health, abandon rates, AHT, AUX, adherence, and occupancy. Escalate anomalies and execute corrective actions under Operations Manager guidance.
- Track adherence exceptions and collaborate with Operations Managers and production leaders to resolve variances. Update schedules and exceptions in Genesys Cloud.
- Maintain and adjust agent groups and skills in Genesys Cloud to balance interval performance and support tactical decisions from Operations Managers.
- Generate and distribute real-time dashboards and end-of-day variance reports to Operations Managers for performance review.
- Assist Operations Managers during bridge calls for outages or SLA risks. Follow escalation protocols and document actions.
- Capture insights from Operations Manager feedback and contribute to process enhancements and automation opportunities.
Key Tools and Systems
- Genesys Cloud for Workforce Management and routing
- Real-time monitoring dashboards and pacing tools (e.g., VIVA)
- Reporting platforms for intraday and variance analysis
- Microsoft Suite - Excel, PowerPoint, Outlook etc.
- Microsoft Power BI for data visualization and performance dashboards
- SharePoint for document management and collaboration
- Tableau for advanced analytics and reporting
This is a hybrid position. Expectation of days in the office will be confirmed by your Hiring Manager.