Real Time Analyst
Real Time Analyst
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Salary Not Disclosed
1 Vacancy
Job Description
Requirements & Qualifications:
Prior experience in intraday management working with workforce management tools (e.g. Aspect eWFM Nice IEX Verint etc. telephony platforms and theoretical knowledge of how the software works.
Knowledge of support for back office workforce management activities
Experience with contact center functionality reporting and analytics (e.g. IVR ACD WFM etc..
Ability and comfort level to communicate (written and verbal) with clients vendors and team members.
Experience working in a constantly changing environment and is ok being flexible as Clients needs change and evolve.
Ability to work all shifts (includes nights weekend and holidays) as well as be oncall and can work overtime as needed.
Experience creating process documents and procedures user guides client playbooks would be desired.
Ability to identify opportunities for improvement as well as proven success driving change through strategic initiatives
Ability to work within teams to accomplish goals
Duties & Responsibilities:
Monitor intraday contact volumes and real time staffing to drive performance and ensure key service level goals are attained for multiple clients.
Including but not limited to queue threshold monitoring net staffing outlooks comprehensive rootcause analysis agent adherence/conformance monitoring.
Provide interval level performance metric updates analysis with observations key insights recommendations/solutions and root cause analysis to client and vendor support teams.
Lead/facilitate checkpoint meetings with contact center leadership teams providing analysis and direction.
Execute intraday applicable ACD routing strategies and changes within routing profiles.
Collaborate with client operations teams and internal client support teams.
Drive operational improvements for clients develop document maintain and support SOPs.
Successfully engage in multiple initiatives simultaneously and collaborate daily with team members.
Execute continuous optimization and improvement align with industry best practices for the WFM Intraday Management practice and maintain relationships with stakeholders by meeting and educating them on the nuances of Intraday Management to foster credibility and partnership.
Provide inputs for monthly and quarterly business reviews for stakeholders by collecting analyzing summarizing data to drive continuous improvement
Solid analytical and reasoning abilities including high level of strategic thinking and ability to articulate strategy through the analysis of data and presentation to all levels of the business.
Expert in translating metrics and reporting concepts to all levels of the organization.
Perform other duties as assigned
Employment Type
Full Time
