WFM, Real Time Analyst

Description

Summary: As a Real Time Analyst, you will monitor and analyze real-time and intraday operations performance to ensure service level agreements are met. Highlights: 1. Monitor real-time metrics and ensure compliance with service level agreements 2. Provide real-time and post-mortem performance reports to Operations leaders 3. Proactively communicate intraday challenges impacting service level agreements **\*\*\*Applicants should be available and willing to work on site and/or from home depending on business needs.\*\*\*** **Position overview:** As a Real Time Analyst you use your expertise to monitor and analyze real time/ intraday operations performance. You verify attendance and produce intraday reporting to ensure service level agreements are met. **Key Responsibilities:*** Monitor real time metrics (attendance \& schedule adherence, average handle time\- AHT, automatic call distribution\- ACD\- talk time, after call work\- ACW) to ensure proper staffing levels and compliance with the account’s service level agreements. * Provide real\-time performance reports (aux activities, hold time, after call usage) and post mortem reports to Operations leaders in the established cadence. * Proactively communicate intraday challenges impacting service level agreements to Operation leaders in support required actions. * Support communication with team leaders and frontline team members. **Requirements \& Core Competencies:*** Schedule flexibility \- Required. * Giving support. * Focusing on customers. * Embracing technology. * Managing self development. **Functional Competencies:*** Knowledge of real time monitoring and reporting. * Analytical and problem solving skills. * Ability to work in a fast paced environment. * Google Apps Advanced (Spreadsheet, GDocs, Sites etc.) \- Required. * General BPO knowledge. * Statistics, mathematical logic. * IEX, Verint \- Desirable **Qualifications:*** English B1/B2 \- Required. * Oral and written comprehension. * Appropriate use of language. * High school degree. * 8\+ months of work experience in contact center; workforce management experience is a plus.