Senior Real Time Analyst

About IntouchCX

IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.

About The Job

The Senior Real Time Analyst position will be responsible for providing Workforce Management (WFM) as a service (RTA role) for a client command center. This person will be managing the vendor network.

As Senior Real Time Analyst (RTA), You Will…

Act As Shift Point Of Contact

• Overlook the team in the absence of the Manager/Supervisor
• Conduct RTA huddles and pass updates to the team
• Act as SME and train new members in the team
  
  

• Monitor client enterprise service KPIs (service level) and staff performance across all vendors throughout the day
• Situational management (vendor level)
• BCP situations: Tools issues, WFM Systems issues, etc.
• Routing / downtime issues - Create and manage war room o Make announcements about outages on respective client tools.
• Intraday Management
• Facilitate daily syncs with clients/vendors to review performance
• Monitor forecast vs actual governance at the enterprise level (service KPIs, handling capacity, shrinkage, handle time, service levels)
• Re-forecast within the day to project staffing gaps and share across the network to address over/under staffing
• Approve and push extra time/VTO/off phone requests by vendors
• Communicate directly with the stakeholders on trends, staffing levels, and mitigation tactics needed to improve service levels performance
• Perform root cause analysis (end of day) & provide updates to enterprise network & leadership team
  
  

• Track daily/weekly/monthly performance and provide context on the following metrics:
• Service Level/ASA
• Shrinkage/Absenteeism
• EOD reports
  
  

• Provide regular feedback to the planning and scheduling team
  
  

• A University education with a technical background (mathematical or statistical course desirable) is preferred
• 3+ years previous call center experience required
• Minimum 1 year WorkForce Management experience is required
• Previous work experience working with Global vendors is considered an asset
• Advanced level of MS Excel/Google sheets
• Pivot Tables
• V-Lookup/X-Lookup
• Index/Match
• Ability to create charts/graphs
• 1+ years of previous experience with any WFM tools is required
• NICE IEX
• Aspect eWFM
• Verint
• Calabrio
• Knowledge of programming / Tableau will be an asset
• Excel/BI/Reporting tools certifications will be an asset
• Good communication skills,local language and English (required)
• Additional languages would be an asset
• Ability to identify emerging trends, measure impact on the business and use good judgment
• Experience in facilitating meetings
• Proactively distill and analyze data, charts, and graphs into actionable insights & present recommendations to stakeholders and other audiences
• Able to collaborate with client’s cross-functional teams and vendor RTA teams
• Clear and concise, written and verbal communication (in English)
• Fundamental understanding of call center metrics