Real Time Analyst - (On-site MBJ)

JOB SUMMARY: Responsible for the day-to-day activities of Workforce/department needs; monitoring and managing real time adherence for the account across both sites along with scheduling and assisting in forecasting.

KEY RESPONSIBILITIES:

General

● Allocate agent resources to ensure service level, occupancy and adherence standards are achieved using various call management and scheduling applications.

● Monitor Contact Center schedule real-time-adherence.

● Maintain communication with team Forecaster and Scheduler regarding intraday performance needs and changes, report attrition.

● Relay and document accurate technical interruption/outage information to appropriate support departments and escalate to management. Recognize and react to drastic changes in call volume trends.

● Supply management with timely and accurate service level and other performance or staffing variance reporting intra-day, daily, weekly and monthly.

● Ensure maximum efficiency and fulfill staffing requirements by utilizing various call management and scheduling applications

● Track, analyze and report agent trends in performance information to supervisors and management timely and appropriately.

● Respond to leadership and management email requests within agreed SLAs and answer phone inquiries from internal customers.

● Identify process improvements and make recommendations for follow-through.

● Be aware of any issue outside of the call centre that can affect call volumes

● Perform other miscellaneous duties as assigned.

● Prepare billable hours for invoicing at the end of the periods requested.

Reporting

● Examine and evaluate purpose and content of business reports to develop new, or improve existing flow, format, frequency, distribution and purpose or function of report

● Confer with persons receiving reports to identify problems and to gather suggestions for improvements

● Evaluates findings, using knowledge of workflow

● Recommends establishment of new or modified methods and procedures to improve performance, efficiency or effectiveness

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● Create a synopsis of the attached report outlining,

○ Opportunities

○ Successes

○ Game plan (or action/s taken) to improve opportunities

○ Concerns

● Follow up on concerns and opportunities to ensure these are resolved