Real Time Analyst

Join a culture of excellence. Join a team that prides quality! Apply today for our Real Time Analyst opportunity!

Job Title: Real Time Analyst

Reports To: Real Time Supervisor / Manager

Department: Global Workforce Management

Position Purpose

Reports to WFM yet supports Operations, our Clients, GWFM, HR, QA, Training, IT & other departments to help ...

1) Successfully manages Client and itel Key Performance Indicators (KPIs)

2) Follows standard processes / procedures to communicate & educate both internal & external customers on KPIs

3) Provides, maintains & analyzes as needed reporting of KPIs to measure effective & efficient account performance

4) Performs Real Time Management and Intraday Management activities

5) Closed Loop Communications with the Forecasting, Scheduling & Planning teams to drive continuous improvement

6) General oversight of impacts to Net Staffing (increasing & decreasing staffing) for current day up to a rolling three (3) week period

7) Manage Real Time Agent Adherence

Essential Functions

1. Analytical thinking as well as provides analysis to reflect LOB trends & recommendation on proactive changes
2. Tactical implementation of mutually agreed upon processes, procedures, policies, key performance indicators, etc...
3. Effectively uses communication methods to communicate concepts, strategies, and analysis to all necessary parties
4. Responds creatively to work challenges and proactively makes recommendations
5. Learns and challenges the ACD & WFM tool(s) to drive KPIs effectively & tactically
6. Assesses, coordinates & communicates the severity of unforeseen outages & disaster recover impacting events
7. Manages and ensures the accuracy of real time, day of & intraday exceptions using the WFM software 8. Works with OPS, Training, QA & other departments as appropriate to proactively Pre-Plan activities such as Quality, Training, site wide meetings, etc.
8. Adjusts Agent's Breaks, Meals & other activities to proactively have a positive impact on KPIs while not causing a negative impact on the Agent on the human side of things
9. Responds to Phone and Email contacts in a timely manner & as prescribed by Outages procedures for all outages
10. Ensures agent information is accurately entered and maintained in the appropriate software
11. Provides general reporting and adhoc requests as approved by GWFM management
12. Strives to become the Clients and OPS Trusted Advisor

Other Functions

1. Other duties as assigned

Job Qualifications

Skills, Knowledge & Abilities:

o Ability to read, analyze and interpret data as well as excellent written and verbal communication skills with the ability to effectively communicate and interact with all levels of personnel within the organization, including presenting information and responding to questions from GWFM internal & external customers

o Ability to identify & properly handle complex issues requiring a high level of expertise in making recommendations & decisions

o Skill in establishing and maintaining effective working relationships

o Basic working knowledge of Microsoft Excel, Word, PowerPoint, and other programs as required

o Basic working knowledge of mathematical fundamentals: fractions, percentages, ratios & practical situations

o Basic analytical and problem-solving skills

o Able to work independently with efficient time management skills

o Working knowledge of scheduling software packages such as eWFM, IEX, Verint, etc.... is a plus

o Working knowledge of switch technologies such as Avaya, Meridian, Aspect, Rockwell, etc....is a plus

o Ability to adapt to changing priorities, meet deadlines & work well under pressure

o Ability to be able to transfer learned knowledge to others within the team, to OPS, to our Client, to Agents, etc. ...

o Ability to exercise initiative & judgment as well as make decisions within the scope of assigned authority

Education Or Formal Training:

High School degree or GED is the minimum

Associate Degree or Bachelor Degree from a certified College or University is preferred

Experience:

Six (6) months minimum experience is preferred within a Contact Center

Previous Real Time Analyst or WFM experience is preferred

Material And Equipment Directly Used:

Requires use of standard office equipment and PC, mouse, and various peripherals

Working Environment/Physical Activities:

Work is generally performed in an office environment. The noise level in the work environment is usually moderate. Travel may be required yet limited. While performing the duties of this job, the employee is regularly required to stand, walk, sit, use hands to finger, handle or feel objects, tools, or controls; and talk and hear.

Material And Equipment Directly Used:

Requires use of standard office equipment and PC, mouse, and various peripherals