Real Time Analyst

Lets start with the role:

The Real-Time Analyst reports to the RTA Team Leader and is responsible for monitoring all queues and ensuring adequate actions are taken on rosters to achieve target metrics. The Real-Time Analyst ensures adherence to schedules activity entries and that numbers are up to date with scheduling systems to achieve optimal performance in real time.

• Act as the real-time monitor for the CS teams by providing direction guidelines and performance updates to hit service level goals;
• Monitor team performance against work schedules and real-time productivity through applications;
• Collaborate with team members to identify trends and patterns affecting service levels.
• Communicate actual performance & productivity of team KPIs to CS leaders to promote the achievement of KPI targets;
• Develop and maintain up-to-date Help Center articles pertaining to incidents or events anticipated to generate increased customer traffic.
• Provide continuous interaction with CS leadership and agents to achieve service-level metrics with the intent of meeting contractual objectives;
• Generate and submit incident reports daily and weekly documenting events comprehensively and in a high-level protocol;
• Identify business process excellence improvement opportunities contributing to design and execution while maintaining a detailed record of activities actions and impacts;
• Explore and recommend improvements or optimizations in using monitoring tools and technologies to enhance real-time performance tracking and reporting capabilities;
• Develop and maintain standardized documentation and reporting procedures to ensure consistency and clarity.

What youll bring:

• A bachelors degree in business administration management finance statistics mathematics or a related field or a combination of education and experience is required.
• Minimum 2-3 years experience in an RTA role in a multi-site multi-language high-volume environment.
• Direct experience monitoring key performance indicators (KPIs) such as service levels occupancy adherence and utilization to ensure targets are met.
• Advanced proficiency in Excel and other data analysis tools to create reports and trend analytical data reports.
• Strong analytical skills to interpret data identify trends and make data-driven decisions.
• Understanding of statistical methods and their application in trending forecasting and scheduling.
• Strong organizational skills to manage multiple tasks and projects simultaneously.
• Ability to multitask focus and have excellent time management skills with the ability to work with minimal supervision.
• Strong Proficiency in Data Tools: MS Office SQL or Python. Proficiency in other RTA/WFM Tools and CRM Tools: specifically Zendesk and Jira would be an asset.
• Six Sigma or Lean experience: experience with process improvement methodologies that can help streamline workforce management processes is an asset.
• Strong command of the English language.

Kaizen Gaming Perks

• Hybrid model of working;
• A buddy will support you with your onboarding;
• Competitive salary package and bonus scheme;
• Health insurance for you and your family;
• Monthly meal allowance
• Developmental 360 feedback framework;
• Unlimited access to Udemy & continuous training

#LI-Hybrid

Required Experience:

IC