Real Time Analyst

Job Description

Responsible for:

The real-time analyst is primarily responsible for closely monitoring real-time call volumes & staffing to be able to identify whether the actual data corresponds with the data in the provided forecast

Main Activities And Responsibilities

The Real-Time Analyst is responsible for, but not limited to:

• Quality Management
• Performs real-time monitoring and schedule adherence tracking on a 24 x 7 basis
• Monitors ½ hourly call volumes, AHT, and staffing requirements. Alert Operations management on threshold violation
• Information Management
• Verifies communication of all information relevant to staffing
• Plots PTO/SWAP in the database as against allocation
• Update employee and team data maintained in the workforce management software
• Facilitate agent skill assignment
• Report Generation
• Monitor, track, and report agent schedule adherence and employee occurrences
• Monitor and report allocation to the workforce management team that may trigger changes in staffing plan and schedule
• Liaise with Other Departments/Units
• Act as the cross-functional single point of contact for Workforce Management with Information Technology and Telecommunication regarding system-related issues that impact production. Track and report issues and resolution
• Assist Operations Management with any schedule or staffing information requirement
• Performs other related duties as may be assigned either in support of divisional / departmental goal
  
  

• Ensure a safe, healthy and sustainable workplace for all employees and contractors, report workplace hazards, and provide a safe and positive workplace.
• Complete all necessary training requirements and professional development opportunities.
  
  

• At least 1-2 years of RTA experience is required for this role
• Familiarity with different WFM tools
• Must be amenable to working on a shifting schedule
• Must be amenable to work in Global One, Eastwood site