Real Time
Analyst
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.
- 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.
- 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
- Other
duties as requested
Skills Required
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
Qualified and Interested candidates to visit our websitewww.horizoncontactcenters.com
All applications should reach us by Friday 24th June 2016
