Real Time Analyst - WFM - US Hours - BPO - JHB

SUMMARY:
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POSITION INFO:

As a Real-Time Analyst, you will work closely with Operations, monitor the incoming volume in the queues, report on daily attendance,
notify any deviations in real-time and ensure the compliance of the service levels goals to deliver consistent performance.

Floor management

• Monitor the key performance indicators (KPIs) and provide alerts when any metric is out of the target
  • Take actions before events that affect the indicators (change the routing profile or skill, re-assign the task to the resources,
  re-scheduling lunchtimes or break times, pre-shift, coaching sessions, etc.)
  • Notify the supervisors of agents outside of their schedule (absenteeism, tardiness, lunch and break out of time, or excess of
  lunches or breaks)
  • Provide alerts for atypical call volume (volume increase or decrease)
  • Follow up on the status of the agents and maintain control of the AHT
  • Ensure that the work tools are working correctly, both management and operational
  • Make constant tests of the Interactive Voice Response (IVR), or Softphone are working properly
  • Escalate and document incidents of tools or events that impact the indicators

Reports

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  • Build, modify, update, analyze and interpret the content of reports
  • Daily update of operational management reports (attendance, performance, executive reports, among others)
  • Daily update of the WFM reports (accuracy in the intraday forecast, incident report, among others)
  • Evaluate and detect deviations and propose continuous improvements
  • Perform graphical analysis of correlations, variables, Pareto, among others
  Forecasts, Schedules, and Service Level
  • Review the call inflow pattern and the required resource to comply with the demand, analyze trends and come up with
  suggestions or recommendations such as schedule movement or others.
• Maintain the confidentiality of the information handled by our enterprise, the client, and the end-user, meaning that the information.
  must not be used for purposes other than those authorized by the company.