Real Time Analyst (Call Center- Morning Shift)

Job Description

• Monitor intra-day volumes to ensure compliance to business needs and make real time forecasting and scheduling decisions to ensure Customer Engagement Center KPIs are met.
• Daily Reporting of all the day actions and team compliance to the calls.
• Schedule off-phone activities based on staffing capacity“ Breaks”
• Identify trends and potential risks that may arise throughout the day; partner with leadership to implement mitigation strategies.
• Update and maintain attendance information in the Workforce Managementapplications and/or other designated software as identified by leadership; ensure all employees’ hours worked are accurate.
• Assist with crafting the short-term forecasting models, including volume, productivity, non-productive time, and full time/part time staffing mix.
• Share and follow up on Queue system positives and concerns.
• Participate in monthly and/or quarterly meetings with department management to identify scheduling needs.

Job Requirements

• 2+ years call center experience required
• Ability to effectively partner with business unit managers to identify and modify staffing and scheduling needs
• Comprehensive knowledge of Microsoft Office Suite, particularly Word, Excel, and PowerPoint
• Ability to perform software administration and monitor for training, time off and scheduling of agents
• Must be team/detail-oriented and highly organized
• Good sense of urgency - dedicated to meeting expectations and requirements
• Exceptional customer service and interpersonal skills.
• Experience creating and maintaining work schedules in an inbound/outbound call center environment with multiple service level goals preferred