Workforce Real Time Analyst

2 weeks ago

Angeles City, Central Luzon, Philippines iQor Full time
Overview

Proactively 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 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.
  • Provides hourly communication on all aspects of the contact center performance.
  • Utilize IDP's to determine variances to forecast, AHT and staffing.
  • Documents any actions taken or issues impacting performance.
  • Queue Monitoring—Monitors site performance to ensure service levels metrics are met and are not negatively impacting other metrics.
  • Reviews hold time and availability, request skill changes as appropriate to ensure queues do not jeopardize customers\' satisfaction.
  • Requests allocation or skill addition
  • Analyzes IDP's throughout the day to determine if service levels goals are in jeopardy.
  • Implements escalation procedures when determination is made that the enterprise or specific business segments are in jeopardy.
  • Real Time Adherence—Oversees minute by minute contact center queue management.
  • Oversees 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.
  • Identifies improvement opportunities and implement solutions to improve site productivity.
  • Performs skill changes when thresholds/efficiency/service levels are in jeopardy.
  • Coordinates with NRP to determine when assistance at other skills is necessary.
  • Analyzes Call drivers.
  • Communicates trends to NRP and make recommendations to resolve.
  • Communicates volume drivers and current performance.
  • React in response to forecast variances (high/low).
  • Assesses queues and communicate findings to national, technology team and leadership as needed.
  • Works with Force Desk supervisor to develop action plans to handle unexpected call surges and/or to manage efficiency during off peak call times.
  • Executes plan real time according to the situation.
  • Exception Reporting.
  • Checks attendance calls and voice mail.
  • Enters exceptions in application.
  • Communicates 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.


Seniority level
  • Associate

Employment type
  • Full-time

Job function
  • Analyst and Other

Industries
  • Outsourcing and Offshoring Consulting

We\u2019re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.


#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

    1 week ago

    Cebu City, Central Visayas, Philippines Stark Asia Solutions Inc. Full time ₱104,000 - ₱130,878 per year

    The Workforce Real-Time Analyst is responsible for the real-time management of contact center operations to ensure all service level agreements and key performance indicators are met. This role involves monitoring agent performance and adherence, making dynamic adjustments to staffing levels based on call volume, and collaborating with management to optimize...

  • 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...

  • Real Time Analyst

    2 weeks ago

    Cebu City, Central Visayas, Philippines HR TechX Corp. Full time

    We are seeking a detail-oriented and proactive Real-Time Analyst (RTA) to join our Workforce Management (WFM) team supporting a retail account. The RTA will be responsible for monitoring call volumes, agent productivity, and adherence to schedules in real time. This role ensures service level targets are consistently met while balancing operational...

  • Real Time Analyst

    2 weeks ago

    Cebu City, Central Visayas, Philippines Ethos Support Full time $70,000 - $120,000 per year

    Job SummaryThe Real-Time Analyst is responsible for monitoring and managing the real-time performance across multiple queues and accounts. This role involves analyzing data, identifying trends, and making recommendations to ensure optimal staffing levels and service levels are maintained. The Real-Time Analyst works closely with the operations team to...

  • 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,...

  • Lead - Real Time Analyst

    3 weeks ago

    Angeles City, Central Luzon, Philippines Sutherland Global 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 work...

  • Real Time Analyst- Clark

    6 days ago

    Angeles City, Central Luzon, Philippines Sutherland Full time ₱900,000 - ₱1,200,000 per year

    Company DescriptionWe areOne 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 work...

  • Real-Time Data Insights Specialist

    1 week ago

    Angeles City, Central Luzon, Philippines beBeeDataInsights Full time $40,000 - $50,000

    Job DescriptionThe Real-Time Data Insights Specialist plays a pivotal role in ensuring seamless day-to-day operations of client accounts by monitoring attendance, productivity, and performance data. This position consolidates insights from internal tools and the central Reports Team to provide real-time updates and actionable recommendations to Operations...