[Hiring] Analyst, Real Time Adherence @da85f37f-cd12-4d20-8d3f-16b23f5c1a58

Role Description

The Real Time Analyst is responsible for monitoring and reporting schedule adherence in real-time. They work closely with Operations and the 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.

• 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 year 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.

Benefits

• Work-from-home flexibility.
• Opportunities for professional growth and development.
• Collaborative and dynamic team environment.
• Commitment to employee empowerment and excellence.