Job Title:
Workforce Management Real Time Analyst RTA
Work Place Flexibility:
Onsite
Legal Entity:
Entergy Services, LLC
Job Summary / Purpose:
A detail:oriented and proactive Workforce Management (WFM) Analyst to join our team. This role is critical in ensuring operational efficiency and service level performance across our call center operations. The ideal candidate will be responsible for real:time adherence monitoring, generating actionable reports, and managing schedule exceptions in alignment with business needs.
Duties / Responsibilities:
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Create and monitor metrics, dashboards, and reports to develop short:term and long:term strategies for Residential/SMB Customer Journeys (including Contact Center and Meter to Cash) and track the impact of key initiatives
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Deliver reporting and strategic insights through analysis to drive customer journey strategy execution
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Conduct deep:dive analysis and investigations to better understand end to end CI Journeys including touch points, cross:channel behaviors, drivers, preferences and segmentation
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Provide effective use of data and data visualizations, customer insight analysis and presentation skills that drives strategy alignment and execution
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Contribute to the development of customer journey KPIs, metrics and prioritization criteria, tools, and processes to support strategy execution
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Partner with IT, Enterprise Analytics, Customer Insights and Operational Excellence, and OpCo analysts to acquire any additional data for tracking relevant Journey KPIs
Minimum Requirements:
Education:
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Bachelors Degree in technical or business:related field or equivalent work experience
Experience:
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Analytical skill set with advanced knowledge of Microsoft office
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Analyst I
: At least 0:2 years of professional experience
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Analyst II
:At least 2:4years of professional experience
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Analyst II
I:At least 4:6years of professional experience
Minimum knowledge, skills, and abilities required of the position
Working knowledge in all aspects of technology, technology/IT systems. Appreciable change management experience. Experience with process optimization and end:to:end processes. Experience with performance management, developing and tracking KPIs. Ability to communicate effectively with all levels in the organization. Understanding of the industry and industry best practices. Strong collaboration and relationship management knowledge, skills and abilities. Strong communication, facilitation, presentation and creative problem solving skills.
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Help out in collating relevant information onsite (PC names, PTO tracking, et al). Checking and ensuring Verint Recording (Software) is installed on each PC (Training Room and Production Floor).
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Assistance in relaying requests from Command Center and ensuring they are followed/adhered to
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Monitor communication between WM and the Command Center (Responding to Chats/Emails)
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Help in real time management task: such as adherence monitoring, queue management which may include implementing AHOD and offering WFR when needed
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Help check for MyLearning Compliance (Cheryl does not have visibility to this)
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Help check for Timely PW Change Compliance (Cheryl does not have visibility to this)
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Participate in Daily staffing/Weekly Scheduling calls/Other important Meetings
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Provide Cheryl/Command Center relevant updates that may impact staffing (such as but not limited to: Site Events, Local events : start of school/Flu Season/et al. Also : Traffic or Road conditions/Accidents/Weather/et al).
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Back up for agent skilling, as needed.
LI:HR1
Primary Location:
Louisiana:
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