Real Time Analyst

Responsible for real-time management of service levels and KPIs by monitoring agent adherence, schedules, and activities, and deploying mitigation strategies to address performance gaps in service level, AHT, occupancy, staffing, time off, and outages.

Job Summary

This position is responsible for real-time management of the center and/or program’s service level performance and other KPIs.  This includes ensuring that agents remain in adherence to their plotted on and off phone schedules and that activities continue to occur as planned or as best as performance allows. It is responsible for deploying well analyzed mitigation strategies when the following (but not limited to) are off target: Service Level Objectives, AHT, Occupancy, Staffing Management, Time Off Management, and Outage Management.

Role and Responsibilities

Oversees Real Time Management

• Monitor queue and staffing status for all contact types and execute defined strategies to effectively respond with the corresponding actions to mitigate off target attainment.  This includes, but not limited to agent re-skilling, leveraging overtime and support hours and deploying additional time offs to prevent staffing above required.
• Facilitate daily Touch Point meetings with operations and other departments to convey strategies and leverage support towards successful performance objectives
• Monitor agent schedule adherence and log relevant schedule exceptions in the IEX tool.
• Administer skill changes as required and if applicable.
• Process ticket requests, update agent status real time within established internal SLAs.
• Facilitate communications with Technology teams towards minimizing center downtime.
• Prepare, maintain and update WFM SOP documentations as identified and requested during center downtime
• Make recommendations toward performance improvement in all of WFM Driven / managed KPIs
• Accurately document key events that impact performance as they happen
• POC on multiple programs and LOBs in service delivery and outage escalation
• Submit Reports

• Distribute Intraday and daily service KPI performance reports inclusive of commentary to various stakeholders – Operational leadership, client services, IT and to clients when applicable
• Hourly reporting of running KPI metric attainment for the day for the following (but not limited to): Service Level standing, AHT, Absenteeism, etc.
• Consistent send out of Post Mortem or end of day analysis to capture key points in shift on which of the expectations were met, what did not and recommendations to ensure uplift for the move forward.
• Design and improve report templates to effectively present production data and to clearly illustrate data trends relevant to management decision making.

Qualifications and Education Requirements

• College graduate of any course; or subsequently completing a college degree in any course with a minimum of 1 year experience in the Contact Center Industry for external applicants
• For Internal VXI Applicants – a regular employee without any outstanding disciplinary records    
• Excellent attendance record – 97% reliability and above 
• Fresh College graduates of any course without BPO/work experience are welcome to apply provided the department’s competency expectations are met. 
• College degree is preferred
• Preferably with 6 months to 1 year call center experience
• Able to read, speak and write English language proficiently to communicate with customers, comprehend and follow instructions
• Operational knowledge in computer software such as Microsoft Office, particularly Excel, Word and Powerpoint. Knowledge in Google Spreadsheets and other related tools is a plus.
• Highly resourceful, proactive and can work with minimum supervision
• Strong intrapersonal skills and is able to communicate with different levels. Must be very good in verbal and written communications.
• Operational knowledge in multiple WFM Solutions and applications – IEX is preferential.
• Must be flexible to working days and hours and ensures to meet the current and future demands of the business and team that is being supported.

Core Competencies

(Minimum level of proficiency: N-Novice, I-Intermediate, A-Advanced, S-Strategic)

• Drive for Results - N
• Communication - N
• Resourcefulness - N
• Building Relationships - N
• Developing People - N
• Culture Building - N

Technical Competencies

• Verbal and Written Communication
• Results Oriented
• Analytical
• Performance Management
• Data Analysis