Job Description

Roles & Responsibilities

Job Summary

The Real Time Analyst monitors actual vs plan delivery at queue & agent level to ensure that the correct number of agents are available at the right times to achieve the desired service level/KPI.

• Need to work on multiple clients using a variety of tools to monitor & report performance
• Create and use standard templates to ensure consistent & accurate reporting
• Communicate actively with various groups to share call outs/deviations

The Real Time Analyst (RTA) is part of the Workforce Management (WFM) team and is responsible for real-time monitoring of service levels and site performance during the day to ensure effective management of the incoming and outbound phone, chat and email volume.

Primary Job Responsibilities

• Collect information for RTM
  • Collect relevant program information about KPIs/BTP (Expectations)
  • Collect information about What if Scenarios/Alert mechanisms/Escalation guideline for the account
• Queue management (within the interval)
  • Monitor queue
  • Manage skills
  • Situation management
  • BCP situations: Downtime, System issues, etc.
  • Routing issues (client side)
  • Volume allocation (Load balancing client side

Long Description

• Intraday management (throughout the day)
  • Planned to delivery governance (Service KPis, Handling capacity, Shrinkage, Handle time, Line adherence)
  • Send Staffing Outlook for present day +1 day at the start of shift to share projected plan
  • Midday reforecast to share plan vs actual delivery and revised O/U based on trends and run rate

Long Description

• Schedule Adherence (Agent level)
  • Update shrinkage segments in WFM tool
  • Flagging agents out of adherence via Chat rooms/extns/radios
• Reporting
  • Shrinkage reports
  • Skill/Account level Interval report
  • Agent level report
  • RCA report
  • Schedule adherence reports

Long Description

Work Experience

• Previous call center experience required
• Previous Work Force Management experience is amust

Languages

• English B1+ - B2

Tools and Applications

• Advanced level of MS Excel (including advanced formulas) and also Word, PowerPoint and Outlook.
• VBA macros an asset
• Experience with IEX, CMS, Avaya, other WFM tools is an asset