Real Time Analyst
Primary Responsibilities
Primary duties may include,
but are not limited to:
- Responsible for
monitoring and reporting real time behaviors using adherence software and
ACD real time displays
- Monitor key
call center performance metrics such as service level, ASA, occupancy,
adherence, handle time, etc.
- Provide
real-time feedback to Work Force Management (WFM) and Operations
management on the status of the campaign for quick problem solving and to
maintain call traffic flow.
- Required to
change multiple agent skills with quickness and precision to manage daily
workflow, including new hire set up, and reporting updates
- Monitor same
day and/or short term non-phone related tasks to distribute and manage
workload
- Monitor timely
retrieve and accurately report all calls handled under duty phone
management process.
- Updating
schedules to reflect change in staffing and reporting of attendance to
operations
- Updates
schedules to ensure WFM system is able to provide statistical staffing
requirements based upon current staffing availability.
- Assist in
completing and developing reports and/or processes that increase the
ability of the call center to effectively and accurately plan acceptable
performance results
- Provide
informational updates regarding recent, current, and future state of the
business
- Provide timely
status updates on related projects and initiatives
- Monitors and
reacts to fluctuations in call volume as they occur in order to restore
service levels as quickly as possible.
- Schedules
activities around forecasted call patterns.
- Schedules
off-phone activities when call volume projections are down.
- Updates
schedules to account for breaks, paid time off, tardiness, etc.
- Manage
transport inline agents working during the night scheduled for transport.
- Other duties as
requested
Skills Required
Job Related Competencies:
Job Related Competencies:
- Minimum of 6
months of call center experience, prior Workforce experience preferred
- Knowledge of
contact center fundamentals
- Excellent
analytical and problem solving skills
- Excellent
verbal and written communication skills
- Strong customer
focus with demonstrated success in problem solving, teamwork,
adaptability, planning, decision making, and data analysis
- Must be able to
work in a fast paced environment handling multiple activities
simultaneously
- Must be self
motivated, able to work independently and as a team member
- Ability to
exercise judgment and make sound decisions under pressure
- Ability to
easily communicate with agents and all levels of management
- Experience with
workforce management products (IEX etc.) Proficient with MS Office –
specifically MS Excel
- Excellent
prioritizing, planning and organization skills
- Understanding
of basic call center metrics, processes, and practices.
- Ability to
handle multiple projects and tasks simultaneously
- Ability to work
with others to resolve problems, handle requests or situations
- Strong
relationship building skills
- Ability to adapt
and openly accept change
- Takes
accountability for decisions and actions
- Takes an active
role in personal growth and development
- Ability to
handle sensitive information with the strictest of confidentiality
- Ability to work
a flexible schedule including evening and weekends as business needs
demand
Qualifications:
- College Diploma
or higher in mathematical or statistical Business Administration, Finance,
Accounting, Economics, Marketing or Computer Science course work.
- Minimum of one
(1) year of WFM experience in a multi-channel call center environment
- Minimum of one
(1) years of experience in trend analysis
- Spreadsheets
with intermediate formula application and database software (e.g. Excel
and Access) experience required
- Knowledge in
Automatic Call Distribution (ACD) technology and experience with
forecasting / scheduling software
- Experience
utilizing a major ACD system.
Experience:
- Ability to
maintain punctual and regular attendance
- Ability to
multi-task efficiently while working on multiple computer programs,
communicating with departments and/or clients, and interacting with team
members
- Skill in
researching, thinking critically, and exercising good judgment when
answers aren’t apparent
- Ability to
respond and adapt to rapid change and responsibility
- Demonstrates
proficiency in navigating Windows Operating System, including the ability
to launch applications, browse and search for files, save and store files,
and reboot a computer.
Interested and qualified
candidates should their applications to kenyaoperations@gmail.com clearly
indicating the position on the subject line.