Real Time Analyst

ibex•South Charleston, WV

About The Position

The Real Time Analyst manages and balances call center service levels across programs, internal locations, lines of business, and products. The role manages call center performance against contractual agreements and internal goals, with a focus on creating positive customer experiences while maintaining an efficient call center enterprise.

Requirements

Bachelor’s degree in any field or equivalent work experience.
At least 1 year of experience specializing in real-time monitoring or workforce analysis.
Advanced knowledge of MS Excel and relevant workforce tools such as IEX and CMS.
Knowledge of problem-solving processes.
Strong communication skills.
Above-average reporting skills.
Excellent analytical skills.
Effective organizational and time-management skills.
Ability to work on several projects simultaneously.
Ability to make sound and accurate decisions in any given circumstance.
Ability to exhibit professionalism.
Demonstrated ability to work with a team.
Demonstrated ability to communicate effectively and professionally with internal and external associates.
Ability to work independently with minimal supervision, meet multiple deadlines, and operate in a high-pressure environment.
Ability to work a flexible schedule, including graveyard or shifting schedules.

Responsibilities

Monitor real-time call volume and schedule conformance to use staffing resources efficiently and meet contractual obligations.
Coordinate and manage same-day and short-term offline event scheduling for call center agents while maintaining acceptable call center performance.
Provide the WFM Scheduling team with future exceptions for scheduling in IEX to maintain appropriate staffing levels.
Monitor CMS and RTA to help management teams maintain acceptable agent schedule adherence.
Analyze trends such as call volume, AHT, and attendance to identify potential overstaffing or understaffing; adjust plans in advance or on the same day based on the call center's ability to achieve appropriate performance results.
Manage agent profiles within CMS to make effective use of staffing resources.
Monitor available reports to manage the performance of each call center business and/or product against acceptable results.
Participate in Help Desk calls and communicate how issues are affecting the call center.
Assist in developing reports and processes that improve the call center's ability to plan for acceptable performance results effectively and accurately.
Communicate call center performance and information through updates to the business on recent, current, and future business conditions.
Schedule daily, weekly, and monthly meetings to share information with Work Force Leaders, set expectations, and confirm business needs.
Provide timely status updates on projects and initiatives.
Complete required reports and ad hoc reports as needed.