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Workforce Strategy Solutions - Senior Real Time Analyst

Workforce Strategy Solutions - Senior Real Time Analyst

IntouchCX

3 - 8 years

14 - 19 Lacs

hyderabad

Posted:1 week ago| Platform:

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Skills Required

bi workforce management root cause analysis real time analysis rta genesys cisco unified communications ivr forecasting ucce networking cisco ip telephony cucm voice gateways cisco call manager mgcp call routing voip ip telephony sip h323 ccna wfm

Work Mode

Work from Office

Job Type

Full Time

Job Description

About the Job

Were looking for a Senior Real Time Analyst will be responsible for real time management in support of operations monitoring, analyzing, call routing, operational reporting, minimizing impacting issues, communicating, and making changes that positively affect the real-time and command center performance.The ideal person will have a good understanding of how contact center functions including scheduling, call queues and forecasting volumes by half-hour segments.

As Senior Real Time Analyst, You Will

Monitor client enterprise service KPIs (service level) and staff performance across all vendors throughout the day
Intraday Management
Facilitate daily syncs with clients/vendors to review performance
Monitor forecast vs actual governance at the enterprise level (service KPIs, handling capacity, shrinkage, handle time, service levels)
Re-forecast within the day to project staffing gaps and share across the network to address over/under staffing
Communicate directly with the stakeholders on trends, staffing levels, and mitigation tactics needed to improve service levels performance
Perform root cause analysis (end of day) & provide updates to enterprise network & leadership team
Track daily/weekly/monthly performance and provide context
Provide regular feedback to the planning and scheduling team

As Senior Real Time Analyst, You Have

A University education with a technical background is preferred
3+ years previous call center experience required
Minimum 3 - 5 years WorkForce Management experience is required
Advanced level of MS Excel/Google sheets
Ability to create charts/graphs
Excel/BI/Reporting tools certifications will be an asset
Additional languages would be an asset
Ability to identify emerging trends, measure impact on the business and use good judgment
Experience in facilitating meetings
Proactively distill and analyze data, charts, and graphs into actionable insights & present recommendations to stakeholders and other audiences
Able to collaborate with clients cross-functional teams and RTA teams
Clear and concise, written and verbal communication skills
Fundamental understanding of call center metrics.

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Workforce Strategy Solutions - Senior Real Time Analyst