Real Time Analyst - Internal Hiring

Job Description

The Real-Time Analyst is responsible for managing the workforce management processes including real-time, scheduling and change management to ensure that KPIs are met. In addition, this position also serves as the central point of contact for supervisors and senior management as related to service level information and KPI reporting. This position reports directly to the Workforce Supervisor.

Job Responsibilities

• Monitor phone queues and service levels on a real-time basis to identify situations where additional resources may be needed to maintain service levels, consult with call center management to determine best course of action to fill resource needs/maintain service levels.
• Provide real time updates to operations.
• Track, report and call out real-time adherence issues.
• Provide shift reports to management with service level and abandon rate explanations for any day where KPIs are missed.
• Conducts root cause analysis of SLA deviations, action plan development and resolution.
• Process shift trades, schedule change requests, and time off request after schedules are released by the client.
• Create reporting on absenteeism and other shrinkage for operations leaders and workforce personnel.
• Optimize scheduled breaks and lunches as resource requirements change, determine need for extra hours and/or VTO, assess availability for offline functions and approve/deny as required.
• Assist supervisory and management in understanding the impact of events that occur throughout the day.
• Flexible in accepting assigned tasks to meet business need.
• Provide regular feedback to Operations and Workforce team to improve upon short-range planning precision.
• Regular, consistent and punctual attendance.
• Must be able to work any hours assigned to support 24x7 operations hours and render overtime if needed.
• Build strong interpersonal relationships with internal clients.
• Work independently as well as in a team environment.

Experience/Skills

• Ability to analyze and interpret moderately complex data using workforce management software.
• Ability to work with peers and other teams to achieve performance goals and objectives.
• Proficient personal computer skills including Microsoft Office.
• With advanced knowledge in MS Excel formulas, including pivots and database management.
• Ability to communicate effectively with all levels of management and company personnel.
• Ability to prioritize and organize work in a multitasked environment.
• Ability to make decisions and solve problems under pressure.
• Ability to perform in a fast-paced and dynamic work environment.
• Ability to maintain the highest level of confidentiality and professionalism.
• Knowledge in AVAYA, APOLLO, SALESFORCE, PLAYVOX