Workforce Real Time Analyst

Support Now is an essential sub-department of Field Operations. We provide support to our corporate users and quick-service restaurants by making it easy for our Operators, Team Members, and Staff to get answers, solve problems and identify opportunities. We measure success by the speed, accuracy, and experience we provide. The services we offer include general business support, IT and operation support, systems and application support, networking support, and many other technologies that are utilized by our Franchisees. We also focus on continuous improvement, strategy and insights to make things better for today and where Chick-fil-A is headed tomorrow.

As part of the Field Operations Services department, the Workforce Real Time Analyst is responsible for planning, forecasting, scheduling, and real time resource management of in-center and remote agents.

Establishes effective relationships with internal partners including operational leadership to ensure daily service level metrics and business goals are met. Communicates company policy information and requirements to staff and ensures operational decisions comply with policy. Responsible for real-time and/or intraday management of resources to ensure the correct number of agents at the right times are in their seats to answer an accurately forecasted volume of incoming cases at the desired service level.

Our Flexible Future model offers a healthy mix of working in person and remotely, strengthening key elements of the Chick-fil-A culture by fostering collaboration and community.

• Coordinates appropriate staffing allocation and availability of call center staff to achieve service level objectives.
• Monitors site to ensure optimal staffing levels.
• Records Front End Messages (FEM) as necessary during outages and communicates with Leadership and all Lines of Business regarding the activation of the message.
• Maintains Callout Line for Unplanned Absences.
• Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data.
• Administers volume contingency action plans as deemed necessary and appropriate.
• Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals.
• Maintains proactive approval and denial of discretionary activities including Planned Time Off requests, Training, Meetings, Development Time, Etc.
• Facilitates real-time discussions with necessary stakeholders.
• Completes root-cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness.
• Monitors Agent Dashboard throughout the day to ensure Agent Productivity & respond as appropriate via All Hands Email notifications.
• Updates schedules and responds to escalated issues and ad-hoc requests.
• Ability to respond to high volumes of emails as appropriate
• Ensures time keeping matches workforce tool.
• Ensures that all reports originating from the department are accurate and reliable.
• Helps with the integration and implementation of new call center technologies.
• Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position.

• Bachelor's Degree
• 0-3 years of overall work experience
• Contact center or technical experience
• Strong organization skills
• Ability to work independently with minimal supervision
• Capability of problem solving
• Ability to navigate difficult conversations

• Real time contact center experience
• Workforce Management experience
• Intermediate knowledge of call center management and all related calculations
• Intermediate knowledge of various forecasting/scheduling software
• Knowledge of Five9 Call Center Software and/or WFM Software Usage
• Mathematics or data analytics experience