Description
We are seeking a Real Time Analyst to join our team.
As a Real Time Analyst, you will be responsible for intraday performance management, ensuring forecast achievement, service level, occupancy, utilization, and making adjustments as needed.
Key responsibilities include:
- Monitoring queue level performance and variance to forecast in real time
- Reporting significant variations from forecast to Operations and WFM Management
- Providing recommendations for addressing and responding to variations from forecast
- Monitoring agent level schedule adherence
- Analyzing variations to forecast and projecting impact for the remainder of the day
- Compiling and submitting intraday reports with accuracy and timeliness
- Updating schedules with real-time attendance and exceptions
- Approving/recommending alternatives for real-time schedule exception requests
Requirements:
- Undergraduate or Graduate degree in any course, preferably in Economics, Mathematics, or Engineering
- At least 1 year of experience in RTA/WFM
- High level of attention to detail
- Good analytical skills, including root cause analysis
- Strong numerical literacy and understanding of contact center and WFM metrics
- Effective communication skills, both written and verbal
- Strong proactive decision-making skills
- Ability to read trends and project them into future forecasts
- High degree of empathy for fellow workers
- Ability to resolve differences with win-win solutions