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3 Days Left Senior Real Time Analyst

1 month ago

Hyderabad, Telangana, India intouchcx Full time
Job Description

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 client s cross-functional teams and vendor RTA teams
- Clear and concise, written and verbal communication (in English)
- Fundamental understanding of call center metrics