Real Time Analyst

We’re hiring.

We are looking for a WFM Real Time Analyst who will assist with long range planning and on-going analysis of real time performance and the determination of alternative plans when necessary. The RTA will collect, evaluate, and prepare reports and/or other complex statistical data for Operations/HR/WFM/Admin on time. Prepare statistical and narrative reports and recommendations and participate in the analysis and interpretation of data as appropriate. Generate/develop & maintain reports/systems to ensure Service Level Agreement.

Day-to-day responsibilities:

• Responsible for monitoring, analyzing, and enhancing the utilization of daily staff resources and call handling on a real-time basis. This would include maintaining expected occupancy, service levels, handle time, abandon rate, and ASA.
• They serve as point of contact for any concerns with real-time staffing needs and make decisions for correction of any related issues.
• The Real-Time Operations Analyst will take appropriate steps to maintain optimal service levels and occupancy by adding and decreasing staff based off pre-defined alert levels.
• Provide necessary reporting including Service Level updates to appropriate distribution list
• Document and track all system outages understanding the impact the outages has on the business

Qualifications:

• At least with 2 years of Real Time Analyst experience under Workforce Management in BPO industry
• With at least 3-5 years experience in the BPO industry
• Has the ability to communicate call center data, and performance to all level of employees in an understandable fashion both email and verbal
• Ability to create reports in excel and able to multi task
• Willing to work on graveyard shift
• Willing to work in our Eastwood site