Overview
The Real-Time Analyst manages and/or balances service levels for the call center across programs, internal locations, lines of business, and products. The analyst manages the performance of the call center according to any contractual agreements and internal goals; the focus is to create positive experiences for customers while maintaining an efficient call center enterprise.
Responsibilities
- Monitors real-time call volume and schedule conformance to efficiently utilize staffing resources and to meet any necessary contractual obligations
- Coordinates and manages same-day and/or short-term off-line event scheduling for call center agents while maintaining acceptable performance of the call center
- Provides the WFM Scheduling team future exceptions for scheduling in IEX in order to consistently maintain appropriate staffing levels
- Monitors CMS and RTA to assist the management teams with acceptable agent adherence to schedules
- Analyzes trends such as call volume, AHT, and attendance to understand and plan for potential overstaffing/understaffing conditions; adjust plans prior to and/or same-day based on the ability of the call center to attain appropriate performance results
- Manages agent profiles within CMS to best utilize all staffing resources
- Monitors available reports to effectively manage the performance of each call center business and/or product to acceptable results
- Participates in Help Desk calls to relay how issues are impacting the call center
- Assists in the development of all reports and/or processes that increase the ability of the call center to effectively and accurately plan acceptable performance results
- Effectively communicates call center performance and information by providing the business with informational updates regarding the recent, current, and future state of the business.
- Schedule daily, weekly, and monthly meetings to communicate information to WorkForce Leaders to set expectations and confirm business needs to allow the business to make sound decisions
- Provides the business with timely status updates on projects and initiatives
- Complete necessary reports and ad hoc reports as required
Qualifications
- Bachelor’s Degree (any field) or equivalent work experience
- At least 6 months of experience specializing in Real-Time Monitoring or Workforce Analysis (for external candidates)
- Advanced knowledge in MS Office (2003), especially MS Excel and relevant WF tools such as IEX and CMS.
- Knowledge in problem-solving processes
