Real Time Analyst

The real-time analyst is primarily responsible for closely monitoring real-time call volumes & staffing to be able to identify whether the actual data corresponds with the data in the provided forecast

The Real-Time Analyst is responsible for, but not limited to:
1. Quality Management
- Performs real-time monitoring and schedule adherence tracking on a 24 x 7 basis
- Monitors ½ hourly call volumes, AHT, and staffing requirements. Alert Operations management on threshold violation

2. Information Management
- Verifies communication of all information relevant to staffing
- Plots PTO/SWAP in the database as against allocation
- Update employee and team data maintained in the workforce management software
- Facilitate agent skill assignment

3. Report Generation
- Monitor, track, and report agent schedule adherence and employee occurrences
- Monitor and report allocation to the workforce management team that may trigger changes in staffing plan and schedule

4. Liaise with Other Departments/Units
- Act as the cross-functional single point of contact for Workforce Management with Information Technology and Telecommunication regarding system-related issues that impact production. Track and report issues and resolution
- Assist Operations Management with any schedule or staffing information requirement

5. Performs other related duties as may be assigned either in support of divisional / departmental goal
attainment or for his personal and professional training, education or development as programmed by superiors.

6. Ensure a safe, healthy and sustainable workplace for all employees and contractors, report workplace hazards, and provide a safe and positive workplace.

7. Complete all necessary training requirements and professional development opportunities.

- At least 1-2 years of RTA experience is required for this role

- Familiarity with different WFM tools

- Must be amenable to working on a shifting schedule

- Must be amenable to work in Global One, Eastwood site