Real-Time Analyst

Distribute intraday and daily service KPI performance reports, including commentary to various stakeholders. 

Facilitate Touch Points with Operations and Support Departments to impart strategies and leverage support towards performance objectives. 

Analyze and report real-time and historical performance trends to the WFM Supervisor to initiate upwards of filtering. 

Manage real-time agent adherence to schedule and log relevant schedule exceptions. 

Monitor all contact types and execute defined strategies to effectively respond to any understaffing or overstaffing situations that might occur. This includes, but not limited to agent re-skilling, arrangement of PTO/VTO, and leveraging overtime. 

Process ticket requests within established internal SLAs.  

Complete daily testing of customer portals for each contact channel to ensure full functionality and take appropriate action in the event of any identified malfunctions. 

Investigate and file tickets relating to general system outages affecting the center. 

Facilitate communications with IT teams towards minimizing center downtime. 

Prepare, maintain, and update RTA SOP documentations as identified and requested. 

Make recommendations toward performance improvement, including training and shift bidding needs. 

Update schedule based on request received following a stipulate guideline. 

Modify, cancel or otherwise re-prioritize planned or unplanned shrinkage activities that have a direct impact on KPI performance including meetings, trainings and agent time-offs. 

Give approval for overtime within bounds for performance objectives, or to revoke such arrangements if the need has been averted.  

To redeploy identified auxiliary resources for SLA/ staffing interval compliance performance needs at limited notice. Including agents, leaders and support staff. 

Report and follow-up on cases of agent or leader in process breaches that jeopardize or could potentially jeopardize performance objectives. 

Highly resourceful with the ability to work independently and take initiative 

Excellent verbal and written communication skills  

Strong interpersonal skills and the ability to communicate with many different levels of personnel 

Be open to change and must be flexible, able to work all hours and weekends 

Ability to juggle multiple and changing priorities efficiently and effectively 

Aptitude for effective data analysis and reporting 

Associate degree in a Business or Statistics related field preferred or equivalent work experience 

Strong skills in Microsoft Office with emphasis on Excel 

Experience with ACD and Workforce Management Contact Center tools 

Experience in Real-time Monitoring, Scheduling or Forecasting