Real Time Analyst


 Job Responsabilities:


-Coordinates appropriate staffing allocation and availability of call center staff in order to achieve service level objectives

-Monitors site to ensure optimal staffing levels

-Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data

-Administers volume contingency action plans as deemed necessary and appropriate

-Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals

-Completes root-cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness

-Keys daily exceptions requests, updates schedules and responds to escalated issues and ad-hoc requests

-Ensure that all reports originating from the department are accurate and reliable

-Helps with the integration and implementation of new call center technologies

-Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and property inherent to the position




- Intermediate knowledge of call center management and all related calculations

- Intermediate knowledge of various forecasting/scheduling software

- Strong organizational skills

- Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail

- Ability to communicate call center data/forecast to all levels of employees in an understandable fashion

- Ability to work independently with minimal supervision

- Capability of problem solving

- Minimum of one (1) year of WFM experience in a multi-channel call center environment

- Spreadsheet with intermediate formula application and database software (e.g. Excel and Access) experienced required

- Knowledge in Automatic Call Distribution (ACD) technology and experienced with forecasting/scheduling software


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