Job Description

As a Real-Time Analyst, you will work closely with Operations, monitor the incoming volume in the queues, report on daily attendance,
notify any deviations in real-time and ensure the compliance of the service levels goals to deliver consistent performance.Floor management

• Monitor the key performance indicators (KPIs) and provide alerts when any metric is out of the target

• Take actions before events that affect the indicators (change the routing profile or skill, re-assign the task to the resources,

re-scheduling lunchtimes or break times, pre-shift, coaching sessions, etc.)

• Notify the supervisors of agents outside of their schedule (absenteeism, tardiness, lunch and break out of time, or excess of

lunches or breaks)

• Provide alerts for atypical call volume (volume increase or decrease)
• Follow up on the status of the agents and maintain control of the AHT
• Ensure that the work tools are working correctly, both management and operational
• Make constant tests of the Interactive Voice Response (IVR), or Softphone are working properly
• Escalate and document incidents of tools or events that impact the indicators

Reports

• Build, modify, update, analyze and interpret the content of reports
• Daily update of operational management reports (attendance, performance, executive reports, among others)
• Daily update of the WFM reports (accuracy in the intraday forecast, incident report, among others)
• Evaluate and detect deviations and propose continuous improvements
• Perform graphical analysis of correlations, variables, Pareto, among others

Forecasts, Schedules, and Service Level

• Review the call inflow pattern and the required resource to comply with the demand, analyze trends and come up with

suggestions or recommendations such as schedule movement or others. * Maintain the confidentiality of the information handled by our enterprise, the client, and the end-user, meaning that the information.must not be used for purposes other than those authorized by the company.

ExecutivePlacements.com