Real Time Analyst

What You'll Be Doing

• Supporting the Customer Service Teams with respect to the management and operation of associate scheduling and real-time monitoring of work queues ensuring optimal service level delivery
• Monitors queue spikes, breaks and aux usage of agents. Ensuring that the queue is well-managed by relaying real-time concerns on AUX time reporting to Supervisors/Floor managers on the floor
• Sends day-end reports to management team
• Monitors and report real time schedule & Shrinkage adherence and reports non-compliance if any
• Reports intra-day schedule changes to the Supervisors/Manager. e., same day callouts and develops a plan to meet schedule requirements.
• Works with WFM to ensure hourly, real-time schedule adherence commitments are being met.
• Work closely with the Account Managers and Supervisors to conduct real-time root cause analysis of impacts to SLA's (i.e. AHT, ACW, Abandonment, actual call volume to forecast ratios, chat types/drivers).
• Assigning schedules for all reps.
• Proactively develop action plans or provide recommendations to the program on effective ways to achieve schedule adherence.
• Identify OCR's/leaders on any violation of the code of conduct and non-adherence to the schedule.

What We Expect You To Have

• Bachelors with 1+ years of experience or equivalent combination of education and relevant experience
• Hands-on experience of MS Office Suite and advanced knowledge of excel including simple to complex formulae OR similar reporting tools/methodologies.
• Build strong relationships with Team Leader, and team members.
• Be open and responsive to consistent coaching, take an active role in performance planning and goal setting.
• Act as a role model at all times, adhere to high ethical standards.
• Take responsibility and initiative to develop core skills and competencies by being involved in every facet of personal development.
• Be flexible in an environment by championing and embracing change.
• Excellent Written English skills and Excel (Data Analysis) are a prerequisite.
• Acts as a role model at all times and adheres to high ethical standard
• Takes responsibility and initiative to develop core and personal skills
• Is flexible in an environment by championing and embracing change
• Maintains a high degree of confidentiality while conducting day-to-day operations.
• Work From Office

Schedule & Shift:Flexible with Shift times Hours:Six days a week, Full Time