Real-Time Analyst
As a Real-Time Analyst, you will collaborate closely with the Operations team to monitor incoming queue volumes, report daily attendance, address real-time deviations, and ensure compliance with service level goals to maintain consistent performance.
Floor Management:
- Monitor key performance indicators (KPIs) and issue alerts if any metrics fall outside of target.
- Proactively address issues affecting KPIs by adjusting routing profiles or skills, reassigning tasks, rescheduling breaks or lunchtimes, and organizing coaching sessions.
- Inform supervisors of agents who are not adhering to their schedules, including issues like absenteeism, tardiness, or deviations in break times.
- Alert supervisors to unusual call volume patterns, such as significant increases or decreases.
- Track agent status and manage Average Handle Time (AHT) effectively.
- Ensure all operational and management tools are functioning correctly.
- Regularly test Interactive Voice Response (IVR) systems and Softphone functionality.
- Escalate and document any incidents involving tools or events that impact performance metrics.
Reports:
- Develop, modify, update, analyze, and interpret reports.
- Provide daily updates on operational management reports, including attendance, performance, and executive summaries.
- Update Workforce Management (WFM) reports daily, including intraday forecast accuracy and incident reports.
- Identify deviations, suggest continuous improvements, and perform graphical analyses such as correlation, Pareto, and variable analysis.
Forecasts, Schedules, and Service Level:
- Review call inflow patterns and assess resource requirements to meet demand.
- Analyze trends and make recommendations for schedule adjustments or other improvements.
Confidentiality:
- Maintain the confidentiality of all information handled by the enterprise, clients, and end-users, ensuring that it is used solely for authorized purposes as defined by the company.
