Real Time Analyst

About the Job

Were looking for a Real Time Analyst (RTA) to be responsible for monitoring, communicating and making changes that positively affect the real-time performance of our team members. The ideal person will have a good understanding of how contact center functions including scheduling, call queues and forecasting volumes by half-hour segments.

As Real Time Analyst, You Will

• Evaluate large amounts of data
  
• Communicate data in a clear and concise manner to Management Teams, Team Leaders and team members
  
• Adjust staffing and scheduling according to changing needs of the business
  
• Solicit extra hours or voluntary time off from where applicable, to ensure staffing meets forecasted volumes to clients
  
• Monitor schedules and escalate issues regarding attendance adherence
  
• Work with team members to ensure they know their statistics related to the schedule
  

As Real Time Analyst, You Have

• High school diploma or equivalent (required)
  
• Some post-secondary or completion of post-secondary schooling (preferred)
  
• Good communication skills
  
• Advanced knowledge of MS Word and Excel
  
• Adaptability to learn a variety of software programs
  
• A high level of accuracy with regards to data entry
  
• Strong analytical and problem solving skills
  
• Willingness to learn and adapt to working in a new environment
  
• The ability to multitask and self-manage your work day