at Alight Solutions LLC in Chicago, Illinois, United States
Job Description
Amazing Opportunity and Great Place to Work!
Are you excited by the prospect of working with prestigious global brands?
Our Story
At Alight, we believe a company's success starts with its people. At our core, we Champion People, help our colleagues Grow with Purpose and true to our name we encourage colleagues to "Be Alight."
Our Values
Champion People - be empathetic and help create a place where everyone belongs.
Grow with purpose - be inspired by our higher calling of improving lives.
Be Alight - act with integrity, be real and empower others.
It's why we're so driven to connect passion with purpose. Our team's expertise in human insights and cloud technology gives companies and employees around the world the ability to power confident decisions, for life.
With a comprehensive total rewards package, continuing education and training, and tremendous potential with a growing global organization, Alight is the perfect place to put your passion to work.
Join our team if you Champion People, want to Grow with Purpose through acting with integrity and if you embody the meaning of Be Alight.
Learn more at careers.alight.com.
About the Role
The Real Time Analyst is responsible for ensuring daily tasks are delivered. They ensure service levels for our clients are met. Must understand workforce management concepts such as forecasting, scheduling, skill management, and PTO management.
Responsibilities
Ongoing communication between team members and Operations Managers to complete workforce tasks within the team as needed.
Executing of added training, meetings, appointments to schedules and updating skills, etc.
Accounting and producing for daily, weekly, monthly forecasted call volume, AHT, shrinkage.
Supporting Real Time Monitoring of appointments and ensuring they timely.
Monitoring intraday delivery for all clients and recommend actions team should take on inbound and outbound activity.
Processing PTO, early leave requests in Microsoft CRM platform.
Overseeing of skill routing on team with skill audits and skill optimization.
Monitoring and recommending actions to enable teams to meet Service Level Goals.
Leveling appointments for agents. Supporting for any adhoc reporting within the CRM platform.
Requirements
Experience in workforce management concepts such as service levels, adherence, handle time, smoothing, phone routine.
Enhanced understanding of computer skills such as Outlook and CRM platforms.
Experience in call center workforce analyst or management role of 1-2 years or Bachelor degree.
Have workforce management and statistical background. Knowledge of Operations and operations measures.
Experience in staffing, forecasting, and scheduling in a call center.
Flexible Working
So that you can be your best at work and home, we consider flexible working arrangements wherever possible. Alight has been a leader in the flexible workspace and "Top 100 Company for Remote Jobs" 5 years in a row.
Benefits
We offer programs and plans for a healthy mind, body, wallet and life because it's important our benefits care for the whole person. Options include a variety of health coverage options, wellbeing and support programs, retirement, vacation and sick leave, maternity, paternity & adoption leave, continuing education and training as well as a number of voluntary benefit options.
By applying for a position with Alight, you understand that, should you be made an offer, it will be contingent on your undergoing and successfully completing a background check consistent with Alight's employment policies. Background checks may include some or all the following based on the nature of the position: SSN/SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, credit check, and/or drug test. You will be notified during the hiring process which checks are required by the position.
Our commitment to Diversity and Inclusion
Alight is committed to diversity, equity, and inclusion. We celebrate differences and believe in fostering an environment where everyone feels valued, respected, and supported. We know that diverse teams are stronger, more innovative, and more successful.
At Alight, we welcome and embrace all individuals, regardless of their background, and are dedicated to creating a culture that enables every employee to... For full info follow application link.
Alight Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, pregnancy, childbirth or related medical condition, veteran, marital, parental, citizenship, or domestic partner status, or any other status protected by applicable national, federal, state or local law. Alight Solutions is committed to a diverse workforce and is an
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