Real Time Analyst Job

Job Description

Position: Real Time Analyst

Reporting to: Work Force Manager

Primary Responsibilities

• Primary duties may include, but are not limited to:
• Responsible for monitoring and reporting real time behaviors using adherence software and ACD real time displays
• Monitor key call center performance metrics such as service level, ASA, occupancy, adherence, handle time, etc.
• Provide real-time feedback to Work Force Management (WFM) and Operations management on the status of the campaign for quick problem solving and to maintain call traffic flow.
• Required to change multiple agent skills with quickness and precision to manage daily workflow, including new hire set up, and reporting updates
• Monitor same day and/or short term non-phone related tasks to distribute and manage workload
• Monitor timely retrieve and accurately report all calls handled under duty phone management process.
• Updating schedules to reflect change in staffing and reporting of attendance to operations
• Updates schedules to ensure WFM system is able to provide statistical staffing requirements based upon current staffing availability.
• Assist in completing and developing reports and/or processes that increase the ability of the call center to effectively and accurately plan acceptable performance results
• Provide informational updates regarding recent, current, and future state of the business
• Provide timely status updates on related projects and initiatives
• Monitors and reacts to fluctuations in call volume as they occur in order to restore service levels as quickly as possible.
• Schedules activities around forecasted call patterns.
• Schedules off-phone activities when call volume projections are down.
• Updates schedules to account for breaks, paid time off, tardiness, etc.
• Other duties as requested

Skills Required

Job Related Competencies:

• Minimum of 6 months of call center experience, prior Workforce experience preferred
• Excellent analytical and problem solving skills
• Excellent verbal and written communication skills
• Strong customer focus with demonstrated success in problem solving, teamwork, adaptability, planning, decision making, and data analysis
• Must be able to work in a fast paced environment handling multiple activities simultaneously
• Must be self motivated, able to work independently and as a team member
• Ability to exercise judgment and make sound decisions under pressure
• Ability to easily communicate with agents and all levels of management
• Experience with workforce management products (IEX, etc.) Proficient with MS Office – specifically MS Excel
• Excellent prioritizing, planning and organization skills
• Understanding of basic call center metrics, processes, and practices.
• Ability to handle multiple projects and tasks simultaneously
• Ability to work with others to resolve problems, handle requests or situations
• Strong relationship building skills
• Ability to adapt and openly accept change
• Takes accountability for decisions and actions
• Takes an active role in personal growth and development
• Ability to handle sensitive information with the strictest of confidentiality
• Ability to work a flexible schedule including evening and weekends as business needs demand

How to Apply

Candidates who are interested and meet the above criteria to send their resumes to hroperations.recruitment@gmail.com clearly indicating the position on the subject line by 4th September 2015