Position Summary:

The Real Time Analyst is a Workforce Management role that reports to the Workforce Manager and will take direction from the Workforce Forecasting and Scheduling Analyst. The RTA responsibilities include monitoring multiple queues and agents from multiple programs to ensure consistent service is maintained.

Minimum Skills to Hire:

• 1-3 years of experience in the same capacity
• Strong data analytics and creation of reports
• Experience in automating task/reports that are manual to reduce cycle time and defects.
• Proficient user of Excel and understanding call center statistics a must.
• Knowledge in VBA, macros, linked data, pivot chart tools, design tools is an advantage.
• Experience in developing dashboards, and understandable reports and useful visualization.
• Flexible schedule and excellent attendance recordShould be amenable to work on different schedules (i.e. Day Shift, Mid Shift, Night Shift)

• Responsible for real time monitoring, reporting, analysis, tracking, documenting and communicating agent activity on multiple lines of business through phone, chat or email.
• Ensuring adherence to schedules and raising alerts in a timely manner in case of deviations as per laid out guidelines.
• Act as a first point of contact for any escalations, outages, system issues or any other production impacting situations. Follow appropriate procedures.
• Co-ordinate and collaborate with operations and other departments to ensure smooth functioning of the production environment.
• Recommend procedural and operational guideline changes to improve communications and operational efficiency.
• Prepare Intra-Day and End-of-Day Client and Internal reports while ensuring timeliness and accuracy of data.
• Analysing real-time call trends and adjust staffing to ensure service levels as well as company�s financial goals (efficiencies) are met (IMPORTANT).
• Making necessary adjustments to workforce management software to appropriately track the productivity of Call Center Agents.
• Planning and scheduling off-phone events.
• Maintain confidentiality relative to organizational strategies, objectives, and practices.