Workforce Real Time Analyst

4 weeks ago

Angeles, Philippines iQor Full time

Overview

Job Summary: Proactively monitors service levels, efficiency and executes plans that will improve service deficiencies as they relate to volume, average handle time or forecast. Must have knowledge of what is taking place in the business the day before the event occurs, such as training or any offline activities that may impact the contact centers ability to handle the forecast. Determine an acceptable range, if any, for service levels goals to fluctuate before an action plan is implemented.

Responsibilities
  • Intra-Day Performance — manage forecast to actual by 30 minutes, in order to meet service levels and efficiency.
  • Provide hourly communication on all aspects of the contact center performance.
  • Utilize IDP's to determine variances to forecast, AHT and staffing.
  • Document any actions taken or issues impacting performance.
  • Queue Monitoring — Monitor site performance to ensure service levels metrics are met and are not negatively impacting other metrics.
  • Review hold time and availability, request skill changes as appropriate to ensure queues do not jeopardize customers' satisfaction.
  • Requests allocation or skill addition.
  • Analyze IDP's throughout the day to determine if service levels goals are in jeopardy.
  • Implement escalation procedures when determination is made that the enterprise or specific business segments are in jeopardy.
  • Real Time Adherence — Oversee minute by minute contact center queue management.
  • Oversee adherence per interval.
  • Prioritize time sensitive communications.
  • Notification of RTA exceptions is required to quickly impact adherence issues.
  • Review RTA and continually reassess based on contact center events.
  • Monitor performance to ensure service level metrics are not jeopardized due to lack of adherence.
  • Identify improvement opportunities and implement solutions to improve site productivity and queue management.
  • Perform skill changes when thresholds/efficiency/service levels are in jeopardy.
  • Coordinate with NRP to determine when assistance at other skills is necessary.
  • Analyze call drivers.
  • Communicate trends to NRP and make recommendations to resolve.
  • Communicate volume drivers and current performance.
  • React in response to forecast variances (high/low).
  • Assess queues and communicate findings to national, technology team and leadership as needed.
  • Work with Force Desk supervisor to develop action plans to handle unexpected call surges and/or to manage efficiency during off-peak call times.
  • Execute plan in real time according to the situation.
  • Exception Reporting.
  • Check attendance calls and voicemail.
  • Enter exceptions in the application.
  • Communicate shrinkage outside of forecast.
  • Performs other duties as assigned.
Skills Requirements
  • 1 year work experience as Real Time Analyst
  • Prior call / contact center experience, 1 year minimum required
  • Strong and effective oral / written communication skills (communication will be with various levels client organizational structures)
  • Excellent presentation skills
  • High level of proficiency with Excel
  • Strong mathematical skills
  • Strong analytical skills
  • Ability to multi-task
  • Ability to prioritize deliverables
  • Ability to maintain confidential information
  • Working knowledge of Avaya or other ACD system
Education Requirements

Bachelor's Degree, First Degree, Trade/Vocational School certificate or Equivalent required. Degree in Business Administration or related field preferred.

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