The Real Time Analyst is responsible for monitoring and reporting schedule adherence in real-time
They work closely with Operations and Workforce Management team (WFM) , calling out non-adherent events to ensure contractual standards are met
Real Time Analysts may also be required to change agent skill associations / or provide historical reporting as needed
Essential Functions:
Provide real-time scheduling and call flow support in a multi-client/multi-line of business environment.
Monitor real-time call volume for multiple queues and respond to spikes in high call volumes in relation to low staffing, average customer wait time, and call abandon percentages.
Respond to periods of low call volume in relation to high agent staffing using agreed upon measures such as interval exceptions or offline work
Provide bi-hourly, daily, weekly, and monthly reporting to ensure that Operations Management has the information necessary to make the appropriate business decisions regarding staffing, training, etc.
Act as liaison between Call Center Operations and IT/Telecom relative to call flow issues, call routing issues, CMS reporting issues, and system issues in general according to the established escalation process.
Monitor and maintain real-time adherence to ensure compliance with staffing capacities
Coordinate with WFM team and other Real Time Analysts to ensure continuity of coverage and distribution of up-to-the-minute statistical data about the day.
Liase with client Command Centers or Workforce resources regarding intraday performance, system issues, outlier agent performance, and other items as required by client.
Work closely with Operations to assist them in enforcing schedule adherence and call time threshold guidelines
Inform Operations of same day volume needs with up-to-the-minute daily statistics.
Identify call routing anomalies using real-time monitoring software
Produce on-demand reports as needed
Other duties as assigned
Qualifications:
High School Diploma/GED
At least 1 years of work experience in contact center workforce management required
Strong knowledge of workforce management tools (Avaya CMS, IEX, eWFM, Genesis, Blue Pumpkin. (Minimum 1 year work experience)
Intermediate level of experience with Google Sheets and MS Excel (i.e. creating spreadsheets, v-lookups, pivot tables, etc.)
Proven analytical and problem-solving skills
Keen attention to detail and accuracy.
Excellent organizational and time-management skills to handle multiple tasks and priorities.
Ability to work with little supervision.
Excellent computer skills and the ability to navigate through multiple systems without assistance
Excellent written and verbal communication skills to effectively interact with colleagues.
Strong commitment to providing an exceptional customer experience, with a high level of dedication, enthusiasm, accountability, and self-motivation.
Must be able to work independently as well as thrive in a fast-paced, dynamic, team environment.
Process minded; continually focused on ways to improve workforce management processes and effectiveness.
Ability to work a flexible schedule, including nights & weekends
