Real Time Analyst

The Real Time Analyst manages and/or balances service levels for the call center across programs, internal locations, lines of business and products.

Job Summary

The Real Time Analyst manages and/or balances service levels for the call center across programs, internal locations, lines of business and products. 

Job description

• Monitors real-time call volume and schedule conformance to efficiently utilize staffing resources and to meet any necessary contractual obligations.

• Coordinates and manages same day and/or short-term off-line event scheduling for call center agents while maintaining acceptable performance of the call center.

• Provides the WFM Scheduling team future exceptions for scheduling in IEX to consistently maintain appropriate staffing levels.

• Monitors CMS and RTA to assist the management teams with acceptable agent adherence to schedules.

• Analyses trends such as call volume, AHT, and attendance to understand and plan for potential overstaffing/understaffing conditions; adjust plans prior to and/or same day based on the ability of the call center to attain appropriate performance results.

• Manages agent profiles within CMS to best utilize all staffing resources.

• Monitors available reports to effectively manage the performance each call center business and/or product to acceptable results.

• Participates in Help Desk calls to relay how issues are impacting the call center.

• Assists in the development of all reports and/or processes that increase the ability of the call center to effectively and accurately plan acceptable performance results.

• Effectively communicates call center performance and information by providing the business informational updates regarding the recent, current, and future state of the business.

• Schedule daily, weekly, monthly meetings to communicate information to Workforce Leaders to set expectations and confirm business needs to allow the business to make sound decisions.

• Provides the business with timely status updates on projects and initiatives.

• Complete necessary reports, ad hoc reports as required.

Qualifications

• At least two years of work experience as a Real Time Analyst.

• Good knowledge of MS-Excel.

• Good understanding of call center KPIs: AHT, Service Level.

• Good verbal and written communication skills.

• Knowledge of Call Center application such as CMS Avaya Supervisor/ eWFM /IEX is good to have, but not required.

• Flexibility to work in a 24/7 environment, including but not limiting to GY shifts, weekends, holidays and overtime as necessary.

• People management skills and experience.

• High numerical aptitude.

• Detail-oriented.