Real Time Analyst (RTA)

Position:

Location:

NIGHT SHIFT

Job Summary:

• Monitoring calls service level and support global client’s partner locations so they deliver as much productive hours as needed

• Create plans and take actions to comply with Client´s KPIs.

• Check on the absenteeism, lunch, and break optimization.

• Manage all incident management and follow up to provide support to internal teams and partners.

• Attendance tracking of in-home associates for clients.

Responsibilities:

• Monitor what is happening with calls, handle time, within service time, arrival patterns
• Experience with workforce / WFM
• Experience with Workforce tool (i.e. IEX, Aspect, Avaya, or other)
• Experience with Service Levels
• Experience with Offer to Forecast
• Experience with Handle time
• Experience with Excel (run reports, pivot tables, gather and analyzing data); experience with macros is a plus (not needed)
• Work under pressure and deliver with sense of urgency
• Should have Good communications skills – talking to client manager, RTA Supervisor to provide feedback, show number of calls, executive summary, etc.
• Very organized
• Attention to deadlines
• Problem solver