Real Time Analyst Specialist

at  MCI Careers

LOCATION: Cape Town, ZA JOB TYPE: Full-Time POSITION OVERVIEW:
Job Title: Real Time Analyst Specialist
Job Type: Full-Time
Location: Onsite, Pinelands - Cape Town
Hours: USA hours with weekend availability
MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.
We are seeking a RTA Specialist who will be responsible for ensuring the efficient operation of the contact center by monitoring real-time performance, managing schedule adherence, and making intraday adjustments to meet service level agreements.
To be considered for this role, you must complete a full application on our company careers page.

PHYSICAL REQUIREMENTS:

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

DISCLAIMER:

The purpose of the above job description is to provide potential candidates with a general overview of the role. It’s not an all-inclusive list of the duties, responsibilities, skills, and qualifications required for the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this job description.
The employer has the right to revise this job description at any time. This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason

KEY RESPONSIBILITIES:

• Monitor call volume, agent availability, and performance metrics in real-time.
• Identify and respond to potential risks in service level adherence, such as high call volume or low agent occupancy.
• Monitor and ensure agent adherence to schedules, including start times, breaks, lunches, and end times.
• Address and report any discrepancies in agent adherence to supervisors and recommend corrective actions.
• Make real-time adjustments to staffing, including breaks, lunches, and shift changes based on call volume and agent availability.
• Manage and coordinate real-time changes such as unplanned absences, overtime requests, and schedule changes.
• Ensure service level agreements (SLAs) are met by making intraday adjustments and collaborating with team leaders.
• Generate and analyze real-time performance reports, including service levels, occupancy, and adherence, to identify trends and make data-driven decisions.
• Provide insights and recommendations based on real-time data to improve efficiency and effectiveness.
• Act as a liaison between the WFM team and Operations to communicate real-time issues and actions taken.
• Quickly identify, escalate, and resolve real-time issues impacting service levels.
• Utilize WFM tools, ACD (Automatic Call Distribution) systems, and other relevant software for real-time monitoring and reporting.
• Ensure all systems and tools are functioning correctly and report any issues promptly.
• Work closely with supervisors and team leaders to address discrepancies in agent adherence and recommend corrective actions when necessary.
• Participate in post-mortem analysis of performance issues and contribute to process improvement initiatives.
• Provide feedback to the WFM team to enhance forecasting and scheduling accuracy.