Posted Date : 25th Mar, 2024
Job Category :
Job title: Real Time Analyst
Work Location: Heredia
Qualification: High School Diploma
Experience: Minimum 1 years of relevant experience
No of openings: 3
Job Description:
The RTA is responsible for providing the program leaders support by monitoring agent adherence to published schedules, with the goal of ensuring adequate resources are available to manage incoming volumes in queues throughout the day. Primary duties include conducting research, communicating with stakeholders and leadership related to adherence questions, preparing reports, and handling requests for information.
Also in charge of building reports from zero, optimizing, analysing and presenting results to stakeholders. Strong data analysis with great communication skills.
Roles and Responsibilities:
- Monitor and manage Intraday activity: Real-Time Adherence (RTA), queue activity and agent utilization to achieve interval service level goals across various teams.
- Act as point of contact for assessing and responding to escalated issues (tech issues, outages) within established turnaround times. Responsible for coordinating key activities to ensure minimal downtime.
- Administer volume contingency action plans as deemed necessary and appropriate for same-day events, including but not limited to adjustments to routing profiles and VTO/OT/make up hour recruitment.
- Complete same day exception requests, break and lunch schedule optimization, and respond to ad-hoc requests within appropriate turnaround times.
- Deliver intraday and ad-hoc reporting related to the performance of each site including but not limited to shrinkage, occupancy and outstate usage.
Required Skills:
- WFM basic knowledge (SL, occupancy, AHT, shrinkage calculations)
- Reporting/ MS Excel intermediate knowledge (create pivot tables, create formulas, Vlookup, If, Index/match, sumproduct)
- WFM system tool knowledge (Aspect, CMS Avaya, Salesforce, IEX, Varant)
- Minimum 1 + years of experience in a centralized call center environment with demonstrated exposure to real-time service level management. Experience with WFM systems.
- Excellent communication skills
- Strong organizational and problem-solving skills
- Detail-oriented and ability to multitask
- Power BI knowledge (desired)
- Salesforce, Avaya, Aspect E, WFM knowledge (desired)