Senior Real Time Analyst

4 days ago

Hyderabad, India IntouchCX Full time

About the Job

The Senior Real Time Analyst position will be responsible for providing Workforce Management (WFM) as a service (RTA role) for a client command center. This person will be managing the vendor network.

As Senior Real Time Analyst (RTA), You Will

Act as shift point of contact:

  • Overlook the team in the absence of the Manager/Supervisor
  • Conduct RTA huddles and pass updates to the team
  • Act as SME and train new members in the team

Queue management:

  • Monitor client enterprise service KPIs (service level) and staff performance across all vendors throughout the day
  • Situational management (vendor level)
  • BCP situations: Tools issues, WFM Systems issues, etc.
  • Routing / downtime issues - Create and manage war room o Make announcements about outages on respective client tools.
  • Intraday Management
  • Facilitate daily syncs with clients/vendors to review performance
  • Monitor forecast vs actual governance at the enterprise level (service KPIs, handling capacity, shrinkage, handle time, service levels)
  • Re-forecast within the day to project staffing gaps and share across the network to address over/under staffing
  • Approve and push extra time/VTO/off phone requests by vendors
  • Communicate directly with the stakeholders on trends, staffing levels, and mitigation tactics needed to improve service levels performance
  • Perform root cause analysis (end of day) & provide updates to enterprise network & leadership team

Reporting:

  • Track daily/weekly/monthly performance and provide context on the following metrics:
  • Service Level/ASA
  • Shrinkage/Absenteeism
  • EOD reports

Additional tasks:

  • Provide regular feedback to the planning and scheduling team

As Senior Real Time Analyst (RTA), You Have

  • A University education with a technical background (mathematical or statistical course desirable) is preferred
  • 3+ years previous call center experience required
  • Minimum 1 year WorkForce Management experience is required
  • Previous work experience working with Global vendors is considered an asset
  • Advanced level of MS Excel/Google sheets
  • Pivot Tables
  • V-Lookup/X-Lookup
  • Index/Match
  • Ability to create charts/graphs
  • 1+ years of previous experience with any WFM tools is required
  • NICE IEX
  • Aspect eWFM
  • Verint
  • Calabrio
  • Knowledge of programming / Tableau will be an asset
  • Excel/BI/Reporting tools certifications will be an asset
  • Good communication skills,local language and English (required)
  • Additional languages would be an asset
  • Ability to identify emerging trends, measure impact on the business and use good judgment
  • Experience in facilitating meetings
  • Proactively distill and analyze data, charts, and graphs into actionable insights & present recommendations to stakeholders and other audiences
  • Able to collaborate with clients cross-functional teams and vendor RTA teams
  • Clear and concise, written and verbal communication (in English)
  • Fundamental understanding of call center metrics

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