WFM - Real Time Analyst at ContactLink Solutions

Santa Ana, Santa Ana, El Salvador -

Full Time

Start Date

Immediate

Expiry Date

06 Apr, 26

Salary

0.0

Posted On

06 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Schedule Flexibility, Positive Attitude, Strong Leadership Skills, Proactivity, Organized, Problem Solving, Ability To Work Under Pressure, Creativity, Innovation, Teamwork Spirit, Attention To Details, Advanced Excel Skills, Data Studio, General BPO Knowledge, IEX, Verint

Industry

Translation and Localization

Description

WFM, Real Time Analyst. About The Role The Real Time Analyst is responsible for managing all intraday processes in support of operations to achieve the business objective of service level, maximizing efficiency and occupancy. Is also responsible for the real-time monitoring of all queues and skill sets, making adjustments to call allocations driven by real-time trends. Responsible for the real-time monitoring of agents, ensuring adherence to their schedules, handling pending time-off requests, schedule changes, and the daily exception management of IEX. Responsibilities: Creating attendance reports, metrics according to the needs of the Account; monitoring the flow of calls, chats and/or emails; auxiliary monitoring; adherence exception reports; report writing productivity, and the development and automation of new reports, recommend overtime or VTO (voluntary time off) based on daily performance, coordinate the issue resolution process between frontline and supporting teams whenever a system issue occurs, constant communication between client, operations, training and management, tracking attrition, absenteeism, and unproductive hours. Skills and Requirements: Schedule flexibility - Required. Positive attitude Strong Leadership skills Proactivity. Organized. Ability to solve problems (Statistics, mathematical logic Skills) Ability to work under pressure and meet deadlines Creativity and Innovation. Strong Teamwork spirit Attention to details. Required knowledge: English B2 Oral and written comprehension. Appropriate use of language. MS Office Advanced Google Sheets Advanced Excel skills (Functions: SUMIF Joint, average, Count, conditioning formulas ( IF, AND, OR ) Preparation and presentation of advanced graphics PivotTables Search the data value by:VLOOKUP. Format Cells Advanced Filters General BPO knowledge. IEX, Verint Data Studio Studies & Experience: At least two years of university studies in Systems Engineering or related careers - Desirable. Experience in similar positions - Desirable

Responsibilities

The Real Time Analyst manages intraday processes to support operations and achieve service level objectives. Responsibilities include monitoring queues, adjusting call allocations, and managing agent schedules.