Position Overview
The Real-Time Analyst is responsible for maintaining optimal service levels across all Operations accounts through active real-time queue management. This role serves as the central point of contact for all real-time updates and is accountable for responding to and escalating any events or issues that may impact overall account performance.
Responsibilities:
- Updates and processes data for real-time performance analysis. Obtains quantifiable performance figures (i.e. call volume, AHT, running service level) in order to make critical recommendations to address account performance issues
- Manages and monitors the queue for the Operations account against the attainment of passing service levels. Keenly observes the queue and proactively responds with action plans for the account’s activities by continually communicating with Team Captains and Operations Management.
- Acts as the central point of communication regarding account performance by cascading vital information to key decision-makers. Escalates relevant information on account performance to Management and ensures proper document on major incidents.
- Keeps abreast of new policies and procedures addressing day-to-day issues of specific accounts. Provides information on key issues and challenges in attaining service levels, and devises necessary responses to resolve such matters.
- Occasionally conducts training for Team Captains in order to equip them with the necessary skills for real-time queue management.
- Conducts training for new hires, or as required for Operations.
Qualifications:
- Work Experience: At least one (1) year of Workforce Management experience within the call center / customer service industry. Formal training in Workforce Management (i.e. real-time data analysis, queue management) preferred. Previous call center operations experience preferred.
- Technical Skills: Basic knowledge of workforce management processes, concepts and principles (i.e. staffing projections, scheduling, service level analysis, metrics monitoring). Prior knowledge of client specifics (i.e. nature of account, metrics) and of ACD / PABX and workforce management software systems preferred. Working knowledge of call center operations and organization. Proficiency with MS Office applications (i.e. MS Word, Excel) as well as call center-specific software and applications (i.e. Baleen, BluePumpkin, CentreVu, NICE, iEX, Verint, etc).
- Other Skills: Time and project management skills. Excellent oral and written communication skills. Fluency in the English language. Adaptive to changing work schedules, working hours, and site assignments. Customer orientation. Problem-Solving, Decision-Making, and Analytical skills. Presentation skills. Attention to detail.
- Skills and Qualifications: B2 + English level; Previous experience in data entry will be a huge plus; Advanced Excel user will be plus; Highly organized, displays time management skills; Ability to learn fast and to perform in a dynamic environment. Must possess effective organizational and time management skills; Strong leadership skills; Amenable to work on the night shift/shifting schedule; Solutions minded and results oriented ; Excellent working ethics
Abilities:
- Maintain accurate employee, company, client and operational records.
- Assist new hire coaching and counselling session, involving frontline managers in coaching reinforcements.
- Ability to work on several projects simultaneously.
- Ability to come up with sound and accurate decisions in any given circumstances.
- Ability to provide root-cause analysis and successfully execute problem-solving processes
- Ability to exhibit professionalism.
- Demonstrate ability to work with and motivate the team to bring outstanding performance.
- Demonstrate ability to communicate effectively and professionally with internal and external agents.
- Ability to work independently with minimal supervision, meeting multiple deadlines in a high-pressure, fast-paced environment.
- Ability to apply knowledge of technology and processes to manage escalations and lead more junior team members.