Real Time Analyst

Objective of the Job

The role is responsible for real-time and/or intraday management of resources to ensure the correct number of agents at the right times are in their seats to answer an accurately forecasted volume of incoming calls at the desired service level. Communicate identified risks to management. Analyze and identify potential issues before they occur and make the necessary recommendations to improve resources e.g. shift patterns, optimization, reducing shrinkage.

Eligibility Criteria

Minimum of 12 months of experience in Queue management and maintaining the Service level

Spreadsheets with intermediate formula application and database software (e.g. Excel and Access) experience required

– Relevant Experience with call center telephony metrics.

Responsibilities and duties

– Coordinates appropriate staffing allocation and availability of call center staff in order to achieve service level objectives.

– Monitors site to ensure optimal staffing levels.

– Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data.

– Administers volume contingency action plans as deemed necessary and appropriate.

– Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals

– Keys daily exceptions requests, updates schedules and responds to escalated issues and ad-hoc requests.

– Ensures that all reports originating from the department are accurate and reliable.