Real Time Analyst

About the Job

We’re looking for a Real Time Analyst (RTA) to be responsible for monitoring, communicating and making changes that positively affect the real-time performance of our team members. The ideal person will have a good understanding of how contact center functions including scheduling, call queues and forecasting volumes by half-hour segments.

As Real Time Analyst, You Will…

Evaluate large amounts of data

Communicate data in a clear and concise manner to Management Teams, Team Leaders and team members

Adjust staffing and scheduling according to changing needs of the business

Solicit extra hours or voluntary time off from where applicable, to ensure staffing meets forecasted volumes to clients

Monitor schedules and escalate issues regarding attendance adherence

Work with team members to ensure they know their statistics related to the schedule

As Real Time Analyst, You Have…

High school diploma or equivalent (required)

Some post-secondary or completion of post-secondary schooling (preferred)

Good communication skills

Advanced knowledge of MS Word and Excel

Adaptability to learn a variety of software programs

A high level of accuracy with regards to data entry

Strong analytical and problem solving skills

Willingness to learn and adapt to working in a new environment

The ability to multitask and self-manage your work day