Real Time Analyst

Job Description

• Coordinates appropriate staffing allocation and availability of call center staff in order to achieve service level objectives.
• Monitors site to ensure optimal staffing levels.
• Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data.
• Administers volume contingency action plans as deemed necessary and appropriate.
• Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals.
• Facilitates real-time discussions with necessary stakeholders.
• Completes root-cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness.
• Keys daily exceptions requests, updates schedules, and responds to escalated issues and ad-hoc requests.
• Ensures that all reports originating from the department are accurate and reliable.
• Helps with the integration and implementation of new call center technologies.
• Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position.

Job Requirements

• Fluent English
• Experience in Customer Support Operations
• Strong Analytical Skills
• Strong Communication Skills
• Ability to prioritize workload, meet deadlines, and perform multiple tasks with attention to detail
• Professional verbal and written communication skills
• Ability to handle multiple tasks at a time and meet deadlines
• Technical expertise with spreadsheets
• Proficient PC skills
• Must be self-motivated, detail-oriented, have the ability to accurately gather and document statistics
• Must be effective and efficient working in a team environment