Workforce Real Time Analyst

5 days 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.

#J-18808-Ljbffr

  • Workforce Leader

    2 weeks ago

    Angeles City, Central Luzon, Philippines beBeeLeadership Full time ₱2,500,000 - ₱4,000,000

    Job OverviewWe are seeking a skilled Workforce Analyst to lead our team in providing exceptional service and support.This role involves working in a fast-paced environment, requiring strong analytical and leadership skills, as well as excellent communication abilities.Main ResponsibilitiesMonitor real-time queues to identify potential risks and ensure...

  • Workforce Real Time Analyst

    2 weeks ago

    Angeles City, Central Luzon, Philippines iQor Full time

    OverviewProactively monitors service levels, efficiency and execute 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...

  • Clark | Real Time Analyst for Project Diamond

    5 days ago

    Angeles, Philippines Majorel Full time

    Overview We design, build and deliver end-to-end CX for many of the world’s most respected digital-born and vertical leading brands. Our comprehensive east-to-west global footprint in 31 countries across five continents, with 60,000+ people and 60 languages, means we can deliver flexible solutions that harness our unique expertise in cultural nuance –...

  • Workforce Real Time Analyst

    2 weeks ago

    Angeles City, Central Luzon, Philippines iQor Full time

    OverviewJob 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...

  • Supervisor - Real Time Analyst

    5 days ago

    Angeles, Philippines Sutherland Full time

    Overview Sutherland is seeking an attentive and goal-oriented person to join us as an Associate Manager – Workforce Analytics (RTA). We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you! Responsibilities...

  • Supervisor - Real Time Analyst

    5 days ago

    Angeles, Philippines Sutherland Full time

    Company Description Sutherland is seeking an attentive and goal-oriented person to join us as an Associate Manager – Workforce Analytics (RTA). We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you! Job...

  • Lead - Real Time Analyst

    5 days ago

    Angeles, Philippines Sutherland Full time

    Company Description We are One Sutherland — a global team where everyone is working together to create great breakthrough solutions. Our workforce has thrived in an environment of diversity of thought, experience and background. We celebrate our diversity and embrace it whole-heartedly. Sutherland is an equal opportunity employer. We promote a positive...

  • Supervisor - Real Time Analyst

    2 weeks ago

    Angeles City, Central Luzon, Philippines Sutherland Full time

    OverviewSutherland is seeking an attentive and goal-oriented person to join us as an Associate Manager – Workforce Analytics (RTA).We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with youResponsibilitiesMonitor...

  • Lead- Real Time Analyst

    3 weeks ago

    Angeles City, Central Luzon, Philippines Sutherland Full time

    OverviewSutherland is a digital transformation company focused on delivering exceptional experiences for both customers and employees. For over 30 years, we have been entrusted with caring for our clients' customers - a responsibility we believe we should earn every day. We are dedicated to making those experiences as delightful as possible - instantaneous,...

  • Workforce Scheduling Analyst

    5 days ago

    Angeles, Philippines Universal Access and Systems Solutions Inc. Full time

    Overview MIS - Data Reports and Real Time Analyst role with responsibilities for scheduling, data integrity, reporting, and stakeholder communication within a Clark Pampanga/Clark Freeport and Special Economic Zone setting. Responsibilities Ensure schedules are generated on a regular basis to maximize efficiency of resources Provide various scheduling...