Real Time Analyst (Global)

at  ContactPoint360

EDUCATIONAL BACKGROUND:

• Preferably a college graduate, or at least with secondary school diploma.

WORK EXPERIENCE:

• At least 3 years of related contact centre experience.
• Minimum of 2-year traffic management experience in a complex skills-based routing environment
• At least 2 years working experience with WFM tools such as, but not limited to, eWFM, Avaya, Verint, Genesys, Cisco, IEX, etc., and applications such as MSOffice, Google suite, Open Office, etc.

SKILLS REQUIREMENTS:

• Good understanding of basic contact center metrics and overall contact center operations;
• Can articulate performance metrics and calculations such as, but not limited to, Service Level, Staffing Adherence, Avg Handle Time, Avg Speed of Answer, etc.;
• Demonstrates high sense of urgency, quick thinker and sound problem solving skills;
• Must have good organization and time management skills;
• Excellent verbal and written communication skills;
• Ability to perform multiple tasks without compromising quality output in a fast-paced environment;
• Strong team player and able to motivate and influence others;
• Proficiency using Microsoft Office software products;
• Self-motivated, able to work effectively under minimal supervision;
• Flexible, ability to adapt quickly to change;
• Required to work flexible hours/shifts.

JOB SUMMARY PURPOSE:

As a Real Time Analyst, you will manage all call center traffic to ensure compliance with customer service level agreements. This will include - serve as the call traffic and trending analyst for the assigned operations, provide real time and historical call center data to internal and external audiences, manage plan deviations resulting from sudden change in workload pattern, and work with call center supervisors and managers. In addition, you will analyze trends within assigned operations, not limited to call volumes, call patterns, staff productivity, absenteeism, performance trends, shrinkages and resource allocation. This position will use results of these analyses to adjust forecasted intraday call volume, AHT and staff scheduling, and apply the necessary action plans and strategies to address anticipated gaps.