Real Time Analyst:
The Real Time Analyst is responsible for managing and ensuring that the service level agreements for various programs are met. A successful Real Time Analyst monitors real-time Workforce Management tools for anomalies and outliers, reports staffing concerns, and influences schedule fulfillment, while maintaining professionalism and friendliness in their interactions with stakeholders.
Responsibilities:
- Monitors real-time tools for excessive AUX usage and provides gentle reminders for staff to return to scheduled activities
- Engages and escalates to Operations leadership if AUX outliers are unresponsive
- Calls out attendance outliers and follows up to maximize schedule fulfillment
- Re-optimizes off the phones activities as the day’s attendance/shrinkage progresses
- Escalates widespread system issues to appropriate parties
- Manages and updates daily attendance records
- Assesses daily staffing performance and VTOs or solicits overtime, depending on staffing outlook
- Communicates with members of leadership for clarification or more information
- Assists with projects and other duties as requested or assigned
Required Skills and Qualifications:
- Attention to detail and high level of accuracy
- Ability to multi-task and for extended periods of time
- Microsoft Excel skills – filtering, sorting, using Pivot tables, and basic spreadsheet editing
- Able to communicate professionally (written and verbal)
- Availability to work early afternoon or overnight schedule, with either 1 weekday and 1 weekend day off or 2 consecutive weekdays off
Recommended Skills and Qualifications:
- Experience with IEX, CMS, Avaya, Verint or Genesys
- Mid-level MS Excel experience – SUMIF, VLOOKUP, and advanced Pivot Table capabilities
- Familiarity with call center metrics and ability to read beyond the data presented in order to making quick informed decisions