Real Time Analyst

Position Summary: 

Continuously monitors Real Time Adherence (RTA) to identify queues, maintain service levels and Average Speed Answer (ASA), identify unproductive associates, and manage areas with usual calling patterns

Essential Functions & Responsibilities: 

• Regulates real-time call volume in a multi-skill call center environment.
• Uses workforce management software and call volume history to help manage intra-day staffing levels and to determine the most effective methods for staffing levels and to determine the most effective methods for staffing adjustments.
• Assesses availability for training, special projects, and other functions.
• Track’s performance of call routing strategy and makes recommendations to improve service levels and efficiency.
• Provides clerical support as required.
• Responsible for the maintenance of service levels and the real-time and advanced coordination of all phone and non-phone activity.
• Act as the central point of contact for all schedule exceptions and time off requests.
• Assure the timely dissemination of reports and information.
• Updates CMS agent groups and split/skill lists.
• Ensures that Thresholds are set and followed for all accounts through monitoring and close coordination with the operations team.
• Serve as a resource regarding the reporting of call center efficiencies, team and individual statistical analysis, and process improvement.
• Assists management in the implementation of action plans and initiatives that pertain to real-time management. Monitors ACD queue statistics and contact traffic, deploying staff as needed.
• Completes special projects as required.

Required Experience, Skills & Education:

• Candidate must possess at least a Bachelor's/College Degree in any field.
• At least 1 year(s) of working experience in the related field is required for this position.
• Preferably 1-4 Yrs Experienced Employees, others or equivalent.
• Applicants should be Filipino citizens or hold relevant residence status.
• Preferably experienced in the ff tools: CMS, IEX Total view, or any other WFM software, MS Office, especially Excel