The detail:

Scheduling

• Complete and manage schedule exceptions/adjustments for the company daily.
• Ensures the accuracy and timeliness of data by responding to time-off requests, schedule changes, and other types of requests.
• Monitor all Real-Time and Intra-Day activities to ensure operational goals are met.   
•  Accurately tracks and manages contact centre schedule adherence.

Analysis

• Conduct analysis and recommend solutions to address real time performance opportunities.

Reporting

• Prepare daily/weekly/monthly and ad-hoc reports and distribute to Management.
• Develops strong working relationships within the organization to ensure efficient and effective problem solving and issue resolution.

General

• Perform other related duties as assigned by management.

Purpose of the Job

• The Call Centre Real Time Analyst will partner with and directly reports to the Workforce Management team . The Real Time analyst will monitor real time inbound call traffic to ensure optimum efficiencies and will work to ensure acceptable service levels, abandon rates, and active rates. This position is also responsible for intraday analysis of call flow together with monitoring and adjusting staff resources to meet call volume demands and sales performance goals. On a regular and continuous basis, the Real Time Analyst must exercise judgment, integrity and assume responsibility for decisions, consequences and results having an impact on people, cost and quality of service within the organization     

Requirements

• Manage and complete schedule exceptions/adjustments for the company on a daily basis.
• Ensures the accuracy and timeliness of data by responding to time-off requests, schedule changes, and other types of requests.
• Monitor all real-time and intra-day activities to ensure operational goals are met.
• Accurately tracks and manages contact centre schedule adherence.