Descripción de la Oferta

Description

The Real-Time Analyst oversees intraday management to optimize resource to achieve business objectives. The real-time analyst is responsible for monitoring the performance of the contact center and the staff's efficiency. The position requires to work across different team within the compliance division. Managing schedules, KPI’s and reports to ensure the department operates effectively and efficiently to meet daily demands.

Responsibilities:

- Auxiliary reports
- Daily Adherence reports (manage schedule)
- OT requests based on volume.
- Transaction distribution
- Manage incidents that affect operations, alerts, increase in adherence
- Reports from the previous day
- Attendance reports (lateness and absenteeism)
- Send graphs and analysis of calls and transactions (volume, adherence)
- Monitor calls in real time, report long calls, aux, and transfers.
- Floor monitoring:
Escalation Issues.
Issue with CRM system.
Queue, hold time, waiting time.
Breaks and Lunch control.
Report schedule issues.
Report forecast conflicts.
- Involvement with employees and supervisors.
- Work on daily meeting notes explaining the major points of the day.
- 70% presence of the floor and 30% administrative tasks (Updates, provide information, emails, assigned tasks).

Qualifications:

- Minimum of two years of experience in performance workforce management functions (specifically real-time management).
- Ability to demonstrate a strong understanding of how planning/Forecasting staffing requirement to translate into creation of optimal schedules and real time (intra-day) management to support multi-department contact center operations.
- Experience with workforce Management software including scheduling, performance tracking, and reporting.
- Willingness to learn new software application.
- Must have a good working knowledge of MS office including advance excel skill to able to create, organize and analyze data in a structured manner.
- Advanced English level
- Knowledge in CISCO and Calabrio or similar software.

Educación Secundaria

Lenguajes