Real Time Analyst
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Job Description
Real Time Analyst monitoring incoming and outgoing customer phone volumes for scheduling adherence. Entry-level role in Workforce Management Team for efficient resource allocation.
Responsibilities:
- Monitor real-time call volume and agent availability to ensure adherence to schedules, service level agreements (SLAs), and key performance indicators (KPIs).
- Adjust intraday forecasts based on actual volume and staffing levels to optimize resource allocation and operational efficiency.
- Coordinate with the Scheduler/Planner to implement schedule adjustments, including break and lunch timings, to meet unexpected demand.
- Analyze real-time contact center performance data to identify trends, anomalies, or issues affecting customer service delivery.
- Communicate with operational teams and supervisors to relay real-time insights and recommend immediate actions to address service level risks.
- Coordinate with various departments on issues impacting production.
- Implement and manage real-time escalation processes to address high volume or crises, ensuring minimal impact on service quality.
- Facilitate real-time training and coaching opportunities by identifying skill gaps or performance issues as they occur.
- Document and report on incident resolutions, including the impact of real-time decisions on daily service level achievements and operational costs.
Requirements:
- Experience in workforce departments.
- Intermediate English level.
- Excel knowledge.
- Proactive.
- Team player.
Benefits:
- Competitive weekly salary
- Life Insurance
- Legal benefits
- Christmas bonus
- Savings fund
- Profit sharing (PTU)
- Vacation days
- Vacation premium
- Extra paid days off
- Private medical insurance and preventative care
- Growth opportunities
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