Real Time Analyst - (On-site MBJ)

JOB SUMMARY

Responsible for the day-to-day activities of Workforce/department needs; monitoring and managing real time adherence for the account across both sites along with scheduling and assisting in forecasting.

KEY RESPONSIBILITIES

General ● Allocate agent resources to ensure service level, occupancy and adherence standards are achieved using various call management and scheduling applications. ● Monitor Contact Center schedule real-time-adherence. ● Maintain communication with team Forecaster and Scheduler regarding intraday performance needs and changes, report attrition.

● Relay and document accurate technical interruption/outage information to appropriate support departments and escalate to management. Recognize and react to drastic changes in call volume trends. ● Supply management with timely and accurate service level and other performance or staffing variance reporting intra-day, daily, weekly and monthly.

● Ensure maximum efficiency and fulfill staffing requirements by utilizing various call management and scheduling applications ● Track, analyze and report agent trends in performance information to supervisors and management timely and appropriately. ● Respond to leadership and management email requests within agreed SLAs and answer phone inquiries from internal customers.

● Identify process improvements and make recommendations for follow-through. ● Be aware of any issue outside of the call centre that can affect call volumes ● Perform other miscellaneous duties as assigned. ● Prepare billable hours for invoicing at the end of the periods requested. Reporting ● Examine and evaluate purpose and content of business reports to develop new, or improve existing flow, format, frequency, distribution and purpose or function of report ● Confer with persons receiving reports to identify problems and to gather suggestions for improvements ● Evaluates findings, using knowledge of workflow ● Recommends establishment of new or modified methods and procedures to improve performance, efficiency or effectiveness ● ● Create a synopsis of the attached report outlining, ○ Opportunities ○ Successes ○ Game plan (or action/s taken) to improve opportunities ○ Concerns ● Follow up on concerns and opportunities to ensure these are resolved