Real Time Analyst

The Real-Time Analyst is responsible for maintaining optimal service levels across all Operations accounts through active real-time queue management. This role serves as the central point of contact for all real-time updates and is accountable for responding to and escalating any events or issues that may impact overall account performance.

Responsibilities

Updates and processes data for real-time performance analysis; Obtains quantifiable performance figures (i.e. call volume, AHT, running service level) in order to make critical recommendations to address account performance issues; Manages and monitors the queue for the Operations account against the attainment of passing service levels; Keenly observes the queue and proactively responds with action plans for the account’s activities by continually communicating with Team Captains and Operations Management; Acts as the central point of communication regarding account performance by cascading vital information to key decision-makers; Escalates relevant information on account performance to Management and ensures proper document on major incidents; Keeps abreast of new policies and procedures addressing day-to-day issues of specific accounts; Provides information on key issues and challenges in attaining service levels, and devises necessary responses to resolve such matters; Occasionally conducts training for Team Captains in order to equip them with the necessary skills for real-time queue management; Conducts training for new hires, or as required for Operations

Requirements

At least one (1) year of Workforce Management experience within the call center / customer service industry; Basic knowledge of workforce management processes, concepts and principles (i.e. staffing projections, scheduling, service level analysis, metrics monitoring); Working knowledge of call center operations and organization; Proficiency with MS Office applications (i.e. MS Word, Excel) as well as call center-specific software and applications (i.e. Baleen, BluePumpkin, CentreVu, NICE, iEX, Verint, etc); Time and project management skills; Excellent oral and written communication skills; Fluency in the English language; Adaptive to changing work schedules, working hours, and site assignments; Customer orientation; Problem-solving, decision-making, and analytical skills; Presentation skills; Attention to detail; B2+ English level; Highly organized, displays time management skills; Ability to learn fast and to perform in a dynamic environment; Must possess effective organizational and time management skills; Strong leadership skills; Amenable to work on the night shift/shifting schedule; Solutions minded and results oriented; Excellent working ethics; Ability to maintain accurate employee, company, client and operational records; Assist new hire coaching and counselling sessions; Ability to work on several projects simultaneously; Ability to come up with sound and accurate decisions; Ability to provide root-cause analysis and successfully execute problem-solving processes; Ability to exhibit professionalism; Demonstrate ability to work with and motivate the team; Demonstrate ability to communicate effectively and professionally with internal and external agents; Ability to work independently with minimal supervision, meeting multiple deadlines; Ability to apply knowledge of technology and processes to manage escalations and lead more junior team members

Nice to have

Formal training in Workforce Management preferred; Previous call center operations experience preferred; Prior knowledge of client specifics (i.e. nature of account, metrics) preferred; Prior knowledge of ACD / PABX and workforce management software systems preferred; Previous experience in data entry; Advanced Excel user