Real Time Analyst

Job Summary

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

Job description

• Monitors real-time call volume and schedule conformance to efficiently utilise staffing resources and to meet any necessary contractual obligations.
• Coordinates and manages same day and/or short term off-line event scheduling for call centre agents while maintaining acceptable performance of the call centre.
• Provides the WFM Scheduling team future exceptions for scheduling in IEX in order 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 centre to attain appropriate performance results.
• Manages agent profiles within CMS to best utilise all staffing resources.
• Monitors available reports to effectively manage the performance each call centre business and/or product to acceptable results.
• Participates in Help Desk calls to relay how issues are impacting the call centre.
• Assists in the development of all reports and/or processes that increase the ability of the call centre to effectively and accurately plan acceptable performance results.
• Effectively communicates call centre 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 centre 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.