REAL TIME ANALYST - WFM - US HOURS - BPO – CPT

SUMMARY:
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POSITION INFO:

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.