Job Summary

The Real-Time Analyst (RTA) is responsible for real time monitoring, tracking, documenting, communicating and reporting on multiple channels/lines of business, ensuring we have the correct assignment of agents as compared to the forecasted volume of incoming tasks to meet service levels.

Responsibilities

• Intraday Management of Resources
• Real-time monitoring of all queues, making adjustments to task allocations driven by real-time trends
• Real-time monitoring of agents, ensuring adherence to their schedules, handling pending time-off requests and schedule changes, checking and flagging them according to their performance in terms of thresholds set for ACW, Hold Time, ATTR, ASA, etc.
• Tracking attrition, absenteeism, and unproductive hours
• Planning and scheduling off-production events (e.g. training, meeting, etc.)

Reports & Analysis

• Build, maintain, and prepare hourly, intraday/end-of- day, weekly, and monthly reports while ensuring timeliness and accuracy of data.
• Analyze real-time volume trends and make staffing adjustments to ensure service level and productivity/efficiency goals are met.Act as Point of Contact (POC)
• First POC for any escalations, outages, system issues or any other production impacting situations.
• Coordinate and collaborate with Operations, IT, HR and other departments to ensure smooth functioning of the production environment.
• Recommend procedural and operational guideline changes to improve communications and operational efficiency.

Qualifications

• Candidates must possess at least a Bachelor's/College Degree (preferably in Mathematics, Statistics, Computer Science, Engineering or related field).
• At least 2 years’ experience on the job role (preferably in a multi-channel contact center environment)
• Ability to understand, manage and report metrics like Service Level, Occupancy, Utilization, Staffing etc.
• Ability to work with statistical models involving Erlang-C. Expected to apply these to practical staffing situations.
• Must demonstrate critical  thinking, decisiveness, and problem-solving skills.
• Ability to define problems, collect data, establish facts, and draw valid conclusions. Must be assertive and proactive in solving staffing problems.
• Good verbal and written communication skills. Ability to communicate in a clear and concise manner.
• Ability to perform multiple tasks with attention to detail in a fast-paced and shifting priority environment.
• Must be proficient in MS Excel; SQL, Power BI or  Tableau  proficiency are a plus
• Experience working with tools like InContact, Desk, or Olark is a plus
• Schedule flexibility