Real Time Analyst

Job Summary

The Real Time Adherence Specialist manages and/or balances service levels for the call centre across programs, internal locations, lines of business and products.

Job description

Monitors real-time call volume and schedule conformance to efficiently utilise staffing resources and to meet any necessary contractual obligations.
Coordinates and manages same day and/or short term off-line event scheduling for call centre agents while maintaining acceptable performance of the call centre.
Provides the WFM Scheduling team future exceptions for scheduling in IEX in order to consistently maintain appropriate staffing levels.
Monitors CMS and RTA to assist the management teams with acceptable agent adherence to schedules.
Analyses trends such as call volume, AHT, and attendance to understand and plan for potential overstaffing/understaffing conditions; adjust plans prior to and/or same-day based on the ability of the call centre to attain appropriate performance results.
Manages agent profiles within CMS to best utilise all staffing resources.
Monitors available reports to effectively manage the performance each call centre business and/or product to acceptable results.
Participates in Help Desk calls to relay how issues are impacting the call centre.
Assists in the development of all reports and/or processes that increase the ability of the call centre to effectively and accurately plan acceptable performance results.
Effectively communicates call centre performance and information by providing the business informational updates regarding the recent, current, and future state of the business.
Schedule daily, weekly, monthly meetings to communicate information to WorkForce leaders to set expectations and confirm business needs to allow the business to make sound decisions.
Provides the business with timely status updates on projects and initiatives.
Complete necessary reports, ad hoc reports as required.

Qualifications

At least two years of work experience as a Real Time Analyst.
Good knowledge of MS-Excel.
Good understanding of call centre KPIs: AHT, Service Level.
Good verbal and written communication skills.
Knowledge of Call Center application such as CMS Avaya Supervisor/ eWFM /IEX is good to have, but not required.
Flexibility to work in a 24/7 environment, including but not limiting to GY shifts, weekends, holidays and overtime as necessary people management skills and experience.
High numerical aptitude.
Detail-oriented.