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SalaryJob Description
Job Title: Real Time Analyst Department: Workforce Management (WFM)
Reports to: WFM Supervisor FLSA Status: Non-Exempt
Job Summary:
The Real Time Analyst (RTA) works closely with Operations, to help monitor incoming call volume in queues. The RTA reports on daily attendance, adherence of agents in real-time, scheduling, and reporting to ensure optimum service levels, staffing, and occupancy are achieved to deliver consistent performance.
Supervisory Responsibilities:
None.
Duties/Responsibilities:
Monitor intra-day scheduling forecast compared to actual volumes and adjust throughout the day, as required.
Receive, review, and make decisions for same day, unplanned, off-phone requests.
Proactively communicate and follow up with site operations to execute all planned and real-time activities.
Communicate effectively with operations on the needs of the business.
Recognize, initiate, track, and escalate all systems difficulties or outages, including switch, routing systems, computer systems, customized department systems, and all applicable supported applications.
Create, manage, and distribute normal daily and ad hoc reports to business.
Serve as a resource for answering questions about the daily operations of the call center.
Serves as a point of contact for scheduling needs within assigned project.
Performs other related duties as assigned.
Required Skills/Abilities
Demonstrated understanding of call center processes and procedures.
A critical thinker with the ability to contribute to challenging assignments in a business-critical environment.
Advanced knowledge of Excel.
Ability and willingness to work flexible hours needed to provide adequate support.
Education and Experience:
2+ years’ experience in report analysis, strategic planning, and/or workforce management experience, preferably in a call center setting
Customer service experience in a call center, support environment, or call center command center.
- On-site or Remote (depending on state).
Physical Requirements:
Sitting and standing.
Working on a computer for a prolonged period.
WE ARE AN EQUAL-OPPORTUNITY EMPLOYER We consider applicants for all positions without regard to race, color, religion, creed, gender, age, national origin, or disability, which can be reasonably accommodated without undue hardship, veteran status, or any other legally, protected classification.
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