RTM Analyst

Responsibilities:

• Extensive familiarity with software applications including MS Excel, knowledge and use of Access, CMS, Aspect Suites, and Business Objects a plus
• Consults with business units to develop solutions to business problems with financial impacts
• Creates short and long range analysis plans to meet business objectives
• Partner with key stakeholders encouraging best possible cross-functional working relationships to enhance total customer experience
• Monitors numerous real time metrics such as
• Monitor external factors that may impact workload volumes
• Track system issues and assess the impact on operational performance
• Monitor critical business operations and performance indicators at an interval level in real-time, , call volumes, average handle times, queue time, call center agent availability, and call center service level adherence