ARHS WFM Real Time Analyst (Temporary) - Virtual US

Our Story

At Alight, we believe a company’s success starts with its people. Alight embraces values that come directly from our people – purposeful, human, united and growth-minded – reflecting our inclusive culture and promise that our clients expect. We are passionate about connecting purpose with impact. Alight empowers clients to build a healthier and more financially secure workforce by unifying the benefits ecosystem across health, wealth, wellbeing, navigation, and absence management.

With a comprehensive total rewards package, Alight offers programs and plans that support your mind, body, wallet, and life. Benefits include health, dental and vision coverages starting Day One. Additionally, Alight colleagues enjoy wellbeing programs, retirement plans with contribution matching, generous time off, parental leave, continuing education, and career growth opportunities – all within a thriving global organization.

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” 6 years in a row.

Thanks to the work of every colleague, Alight has received multiple awards of recognition including “Great Place to Work” for the past 7 years and Fortune’s “Best Companies to Work For.” To learn more about our company culture and awards.

The temporary WFM Real Time Analyst (RTA) is responsible for ensuring daily tasks are delivered to ensure service levels for our clients are met. This includes realigning, creating appointments to agents, working with team members to take requests to block agent’s calendars, and overseeing appointments to be on time and not late within appointment window times. Ideal candidates have the ability to work in a fast-paced environment and process tasks as needed in a very timely manner, as well as having an understanding of workforce management concepts such as forecasting, scheduling, skill management, and PTO management.

• Ongoing communication between team members and Operations Managers to complete workforce tasks within the team as needed.
• Execution of adding training, meetings, appointments to schedules and updating skills, etc.
• Produce and accountable for daily, weekly, monthly forecasted call volume, AHT, shrinkage
• Support Real Time Monitoring of appointments and ensure they are not late or missed on rotation scheduled daily.
• Monitor intraday delivery for all clients and recommend actions team should take on inbound and outbound activity.
• Process PTO, early leave requests in Microsoft CRM platform and IEX
• Level/smooth appointments for agents
• Support for any adhoc reporting within the CRM platform
• Oversight of skill routing on team with skill audits and skill optimization
• Monitor and recommend actions to enable teams to meet Service Level Goals

• Strong math aptitude
• Strong understanding of computer skills such as Outlook, Lync, CRM platforms.
• Intermediate Excel skills
• Experience working in an inbound or outbound call center

• 1 to 2 years’ experience in call center workforce analyst
• Strong workforce management and statistical background
• Call center operations management experience
• Staffing forecasting experience
• Scheduling Experience
• Understanding of workforce management concepts such as service levels, adherence, handle time, smoothing, phone routing.
• Strong working knowledge of Operations and operations measures.

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.

Alight requires all virtual interviews to…