Real Time Analyst

What We Offer:

• Night Shift allowance as per process
• Health Insurance
• Tuition Reimbursement
• Work-Life Balance Initiatives
• Rewards & Recognition

What You’ll Be Doing:

• 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. i.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.
• 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.

What We Expect You to Have:

• 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
• Presents a professional, efficient, and service-oriented profile to clients and internal/external customers.
• Ensures a high level of quality in all administrative efforts.

Ability to: Establish and maintain effective relationships with team members, effectively monitor, and evaluate job performance and coach and develop team members as needed; develop relationships with peers across departments

Knowledge of: Computer programs including Excel, Word, Power Point, Outlook; Training and sales techniques, Company policies and procedures as outlined in the employee handbook; applicable campaign computer programs and procedures.