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Real Time Analyst

Location: 

Kingston 5, JM

Brand:  Optimum
Requisition #:  11229

Job Summary

 

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

 

Job description

 

  • Monitors real-time call volume and schedule conformance to efficiently utilize staffing resources and to meet any necessary contractual obligations.

  • Coordinates and manages same day and/or short-term off-line event scheduling for call center agents while maintaining acceptable performance of the call center. 

  • Provides the WFM Scheduling team future exceptions for scheduling in IEX 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 center to attain appropriate performance results. 

  • Manages agent profiles within CMS to best utilize all staffing resources. 

  • Monitors available reports to effectively manage the performance each call center business and/or product to acceptable results. 

  • Participates in Help Desk calls to relay how issues are impacting the call center. 

  • Assists in the development of all reports and/or processes that increase the ability of the call center to effectively and accurately plan acceptable performance results. 

  • Effectively communicates call center 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 center 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. 

 

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