The Real-Time Analyst’s primary role is to drive CE Operations’ performance by strictly implementing and reinforcing compliance to what is planned.
This role focuses in the real-time monitoring of queues and schedule adherence, addressing or escalating real-time major or minor incidents, and ensuring agent utilization.
Get to know the Role:
It specializes in real-time intraday activity approvals and schedule adjustments such as breaks, lunch, and other auxiliary modes necessary.
It analyzes recent intervals, make projections for the succeeding intervals and act on them accordingly.
The RTA’s primary goal is to meet the running service level, and all its accompanying factors, and make all necessary steps to effectively drive operations toward it.
It is the RTA’s duty to call out non-adhering agents and flag offenders.
This role may from time to time be required to make the necessary coverage on lean hours or days for basic WFM reports and analysis.
The day-to-day activities:
Monitor real-time queues and agents’ schedule adherence
Regularly and consistently call out and flag offenders, track and report productivity issues
Track and report real-time system issues and outages, apply basic troubleshooting procedures and make escalations as needed
Make sure that trackers are properly set in place and maximized for their purpose to keep records of everyday activity
Ensure correct skill profiling of agents and make real-time adjustments as requested or as needed
Optimize breaks and make other real-time schedule adjustments
Analyze real-time queue and intraday trends and use them as basis for interval request approvals
Send basic reports and provide basic analysis as needed
Alert operations in cases of failed metrics following WFM trigger table
Proactively monitor agent behaviors, efficiency, productivity and report deficiencies to CE team in real-time.
The must haves:
Ability to multi-task, attention to details and work under pressure
Good analytical skills
Able to articulate clearly in both written and spoken English
Advance Excel knowledge
2-3 years’ experience in leading a contact center operations
