Real Time Analyst

What does a Real Time Analyst do You are responsible for intraday performance management and you are responsible for forecast achievement, service level, occupancy, utilization, and to ensure that adjustments are made if either staffing is misaligned or the forecast is inaccurate.

As a Real Time Analyst, you will:

● Monitor queue level performance and variance to forecast in real time

● Report any significant variations from forecast to Operations and WFM Management

● Provide recommendations for addressing and responding to variations from forecast

● Monitor agent level schedule adherence

● Report any significant adherence to Operations and WFM Management in a proactive and in an urgent manner

● Analyze variations to forecast and project impact for the remainder of the day

● Compile and submit intraday reports with accuracy and timelines as well as proactive recommendations for actions

● Update schedules with real time attendance and exceptions

● Approve/recommend alternatives for real time schedule exception requests

Do you have what it takes to become a Real Time Analyst

Requirements:

● Undergraduates or Graduates of Bachelor's Degree in any course, preferably in Economics, Mathematics or Engineering

● Preferably with 1 year experience RTA/WFM

● High level of attention to detail

● Good analytical skills including root cause analysis

● Strong numerical literacy and a thorough understanding of contact center and WFM metrics

● Ability to communicate effectively to all levels of management, both written and verbal

● Strong proactive decision making skills

● Ability to read trends and project those trends into future forecasts

● High degree of empathy for fellow workers

● Ability to resolve differences with win-win solutions