Real Time Analyst

Title: Real Time Analyst 

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

The below describes but is not limited to the main duties and responsibilities in your role:

● 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/orshort-term off-line eventscheduling 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 trendssuch 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 reportsto 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 updatesregarding the recent, current, and future state of the 
business.

● Schedule daily, weekly, monthly meetingsto 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

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