Intraday Analyst

The intraday analyst is responsible for monitoring contact centre staffing and workload on a real time basis to identify the need for any adjustments.

• Review the prior day’s ACD statistics fed into the WFM system to ensure accuracy and separation of event-driven workload from the normal workload for forecasting purposes.
  
• Establish and maintain a database of performance impacting issues and events
  
• Manage internal transaction queues and ensure that the various service level agreements across all related campaigns/programmes are met
  
• Prepare weekly analysis reports
  
• Work closely with the operations team to ensure timely update of agents’ schedules with requested activities or changes
  
• Provide analyses that identify opportunities for change that will improve operational efficiency, consistency of results and/or employee satisfaction.
  
  

• Minimum of one year of experience working in a call centre environment
• High School diploma, five CXC subjects including Mathematics.
• Ability to communicate complex concepts effectively with keen attention to detail
• Demonstrated knowledge of computer basics including Microsoft- Excel, Powerpoint and Outlook.
  

PERSONAL ATTRIBUTES

• Excellent listening and comprehension skills coupled with creative problem-solving skills
  
• Excellent interpersonal skills
  
• Sound written, and oral communication skills
  
• Logical and efficient, with keen attention to detail
  
• Ability to effectively execute tasks while under pressure
  
• Strong team skills, self-motivated, flexible and have a positive attitude
  
• Strong customer service orientation