Real Time Analyst

Radius Global Solutions is looking for a competent Real Time Analyst to join our Montego Bay Jamaica Team!

We are looking for a competent Real Time Analyst (RTA) to join our dynamic team!

Job Summary

The RTA will partner with the workforce and operations management team to monitor real-time inbound and outbound call traffic, ensuring optimum efficiencies. The role will also focus on maintaining acceptable service levels, managing abandon rates, and monitoring active rates. He/she should have strong knowledge of RTA, scheduling, rostering, real-time monitoring, tracking, and documentation.  Additionally, this position is responsible for intraday analysis of call flow, as well as monitoring and adjusting staff resources to meet call volume demands and achieve performance goals. On a regular and continuous basis, the RTA must exercise sound judgment and integrity, taking responsibility for decisions, their consequences, and their impact on people, costs, and service quality within the organization.

 Job Functions

The primary role of the RTA is to support the production teams across a range of functions, including but not limited to:

• Monitor real-time adherence to schedule by production associates.
• Monitor daily critical metrics and trigger escalation procedures when thresholds are reached.
• Monitor all real-time and intra-day activities to ensure operational goals are met.
• Accurately track and manage contact center schedule adherence.
• Develop strong working relationships within the organization to ensure problem-solving and issue resolution.
• Track and maintain attendance: break, lunch and reporting to work.

Education and Requirements:

• Associate Degree in Information Technology or any other related field
• At least 1 year of experience working as a work force real time analyst
• Expert knowledge of workforce management tools
• Able to work with little or no supervision
• Critical thinking and excellent time management skills
• Ability to work in a fast-paced environment
• Excellent verbal and written communication skills
• Competency in Microsoft Office especially Excel.
• Must be detail oriented.
• Ability to multitask
• Must be able to work very flexible schedules, including Fridays, Saturdays, Sundays  and public holidays.

ALL APPLICANTS MUST BE ABLE TO PASS A CRIMINAL BACKGROUND CHECK AND A DRUG TEST