Pay Your Real Time Analysts! | Sarah Thompson
Manage episode 430363667 series 3582824
In this episode of WFM Unfiltered, Irina Mateeva sits down with the dynamic Sarah Thompson, Senior Planning and Insight Lead at Skipton Building Society, to delve into the often-overlooked role of real-time analysts in workforce management. Sarah, known for her authentic and vibrant presence on LinkedIn, brings a fresh perspective on the crucial role real-time analysts play in maintaining service levels and operational efficiency.
Sarah's journey from starting on the phones to becoming a leader in planning and insight is inspiring. She shares her unique experiences and insights, emphasizing the importance of real-time analysts, not as mere button-pushers but as pivotal players who ensure smooth operations and handle crises with agility and confidence. Her candid discussion with Irina covers the skills needed to excel in real-time analysis, the often underappreciated complexity of the role, and why these professionals deserve more recognition and better pay.
Listeners will gain a deeper understanding of how real-time analysts are the backbone of contact centers, ensuring everything runs smoothly even in the face of unexpected challenges. Sarah also touches on the symbiotic relationship between real-time teams and other planning functions, highlighting the need for better communication and integration within the workforce management cycle.
By the end of this episode, you'll appreciate the critical role of real-time analysts and why they are indispensable to any contact center's success. Don't miss Sarah's valuable insights and practical advice that can transform your approach to workforce management.
Subscribe to our YouTube channel to catch this insightful episode and more: https://www.youtube.com/@wfmunfiltered?sub_confirmation=1
Show Links: RightWFM website: www.rightwfm.com
Email: Irina@rightwfm.com
Podcast email: WFMUnfiltered@gmail.com
Podcast Directory listings: www.wfmunfiltered.buzzsprout.com/share
YouTube Channel: www.youtube.com/@WFMUnfiltered?sub_confirmation=1
*CommunityWFM* is a tool created by planners for planners.
Do you know what that means? They can relate to your operational environment and support you on your journey to make you, your employees, senior stakeholders, and customers happier.
To learn more, follow the link, request a chat, or get in touch with me 👇🏻
https://link.javelincontent.com/Communitywfm_info
Thanks for listening.
If you'd like to contact me about the show, you can email me HERE.
If you have questions about working with me on WFM projects and Consulting, you can find The RightWFM website HERE.
Please remember to subscribe and leave a review of you've enjoyed the show!
9 episodes