Real Time Analyst (RTA) - Permanent Role
Location: onsite in Cork (with the hybrid option in the future)
Hours of Operation: Monday to Friday currently (business hours), please note Saturday/Sunday shifts might be introduced in the future
The Real Analysts supports analysis of real-time/intraday performance/adherence and the determination of alternative plans when necessary. This role also includes hourly reporting and attendance verification to complement the daily plans.
A large portion of the RTA’s time is spent documenting and communicating the operations center performance to all management levels. These duties include real-time and post-mortem analysis, root cause diagnostics, and real-time communication via phone, email, IM, and person-to-person channels.
The RTA uses statistics and specialized software to manage intraday staffing levels to drive the most effective methods of staffing adjustments, assessing the availability for training and/or special projects, as well as tracking performance in real-time.
RTAs work directly with, but not limited to, Workforce Managers, Business Analysts, Supervisors, and Reporting Analysts in relation to both client-specific and in-house specific needs.
Responsibilities
* Monitors work flow in real-time, ensuring all work is handled in a timely manner meeting and exceeding our SLA
* Manage interval, daily, weekly, and monthly plan objectives
* Real-Time Skilling, assigns workload to agents based upon training
* Monitors in real-time numerous metrics such as Staffing, AHT, ACW, ACD, etc.
* Keeps operations and workforce management informed in real-time of service risks or issues
* Act as a central communications point for any technology or facility issues affecting operations center and support operations
* Ensures that the operation is working efficiently
* Coordinates off the phones activities and special projects with other departments
* Manages intra-day communication with local Team Managers regarding client requests, adhoc events, training planning, etc.
* Timely delivery and analysis of Shrinkage, Adherence, and Attendance reports
* Reviews future dated center performance and provides decisions to mitigate staffing deficits
* Proactive planning and strategy development
* Accurate gathering of statistics for purposes of identifying trends
* Quantifies impact of KPI metrics and workload variables on operations performance
* Develops Daily Post Mortem Assessment of previous day performance
This role is for you if you have
* Knowledge of call center operations and organization
* Knowledge of workforce management processes, concepts, and principles (i.e. Staffing projections, scheduling, service level analysis, metrics monitoring)
* Good knowledge on MS Office Applications (i.e. MS Word, Excel) as well as call center specific software and applications (i.e. Verint & CMS)
* Statistical analysis
* Understanding of local country labor laws and regulations
* Ability to demonstrate innovation and good judgment / problem-solving skills when making decisions.
* Ability to establish a course of action for self and others to accomplish a specific goal while using appropriate resources.
* Ability to multitask, adapt to change, and achieve results with accuracy and precision.
* Good analytical, organizational, and interpersonal skills with attention to detail, accuracy, and time management
* Ability to respond quickly and intelligently in a fast-paced environment, making calculated decisions under pressure.
* Ability to work independently with minimal supervision, meeting multiple deadlines in a high-pressure environment.
Competencies
* Team Player
* Good verbal and written communication skills
* Adaptive to changing work schedules and working hours
* Customer Orientation
* Results Oriented
* Excellent Time management
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