Real Time Analyst

SUMMARY:
A global leader in contact centre solutions that maintains meticulously high standards for customer care is looking for a meticulous Customer Service Real Time Analyst to join their world-class team.

POSITION INFO:

The Real Time Analyst is responsible for managing and ensuring that the service level agreements for various programs are met.

The ideal candidate will possess experience in workforce management disciplines: scheduling, RTA, intermediate level reporting skills, and experience optimizing manpower in contact centre environments. The Real Time Analyst will experience a wide range of problem-solving situations that require immediate real time intervention, well as short term scheduling management and planning.

Main Responsibilities:

• Ensure real-time performance (Calls, Handling Time, and Staffing) on an interval basis throughout the day and provide recommendations to achieve departmental goals
• Manage & monitor available ‘day’ resources (agent availability to handle calls/emails/chats/cases) to ensure adequately deployed & multi-skilling effectively optimized
• Monitor, record, and escalate real-time schedule adherence impacts, including tardiness, absenteeism, and other schedule deviations.
• Work closely with the operations team and Headquarters to analyse and help improve their delivery processes
• Generate ideas for process and service improvement planning
• Produce daily, biweekly and monthly internal reports
• Assist with projects and other duties as requested or assigned

Skills and Experience:

• 1 to 2 years in call centre operations and/or workforce management
• Must have advanced level Microsoft Excel skills – Including advanced formulas, also Word and Email
• Experience with IEX, CMS, Avaya, InContact, Amazon Connect
• Ability to create reports in Excel and forecast results
• Attention to detail and high level of accuracy
• Ability to multi-task, focus and complete reports for extended periods of time
• Previous Work Force Management experience is considered an asset
• Ability to take initiative
• Flexible team player with a positive attitude
• Must have good time management with the ability to work with minimal supervision and under tight timelines
• Capable of managing multiple, simultaneous projects

NB! This job is now closed. You can apply for other jobs by uploading your CV.