High Salary Real Time Analyst

Company DescriptionExperian is a global data and technology company powering opportunities for people and businesses around the world We help to redefine lending practices uncover and prevent fraud simplify healthcare create marketing solutions all using our unique combination of data analytics and software We also assist millions of people to realize their financial goals and help them save time and money We operate across a range of markets from financial services to healthcare automotive agribusiness insurance and many more industry segments We invest in people and new advanced technologies to unlock the power of data As a FTSE 100 Index company listed on the London Stock Exchange EXPN we have a team of 22 500 people across 32 countries Our corporate headquarters are in Dublin Ireland Learn more atThe Workforce Management Real Time Analyst position is responsible for making performance and staffing level call outs to optimized service level and utilization delivery Provide a great customer and employee experience by delivering real-time intra-day management while achieving business objectives and key performance metrics A clear understanding of how planning forecasting staff requirements translate to optimal real-time intra-day management to support multi-department contact center operations is optimal Key Responsibilities Conduct real-time monitoring of queues and skill sets regardless of the location and identifying intra-day trends Report and work closely with the Operations and System Teams to manage and resolve downtime and telephony issues Make adjustment to call allocations by the real-time trends Conduct real-time monitoring of agents through real-time adherence view to ensure schedule adherence and notify support personnel on the floor to resolve adherence issues Handle agents daily exception management of our Calabrio system During low call volume determine the business needs and allocate resources to alternative tasks or queues or work with members of management to determine if voluntary time off can be offered Update reporting for agents teams and programs to provide analysis of areas of opportunity AHT SLA Schedule Adherence SVL stats for previous day WTD and MTD Send out hourly performance updates including interval and intraday SVLs to forecast ASA and callouts Responsible for tracking attrition absenteeism and unproductive hours in real time Determine if additional off phone activities can be scheduled or recommendation to cancel is needed due to SLAs Qualifications Experience with WFM software Calabrio Cisco that includes real-time adherence This is a plus Must have a working knowledge of Excel can maintain complex spreadsheets and other Windows based programs Word PowerPoint etc with the ability to organize analyze data in a structured manner High School Diploma or GED Additional InformationOur uniqueness is that we celebrate yours Experian s culture and people are important differentiators We take our people agenda very seriously and focus on what matters DEI work life balance development authenticity collaboration wellness reward recognition volunteering the list goes on Experian s people first approach is award-winning World s Best Workplacesxe2x84xa2 2024 Fortune Global Top 25 Great Place To Workxe2x84xa2 in 24 countries and Glassdoor Best Places to Work 2024 to name a few Check out Experian Life on social or our Careers Site and Glassdoor to understand why Experian is proud to be an Equal Opportunity and Affirmative Action employer Innovation is a critical part of Experian s DNA and practices and our diverse workforce drives our success Everyone can succeed at Experian and bring their whole self to work irrespective of their gender ethnicity religion color sexuality physical ability or age If you have a disability or special need that requires accommodation please let us know at the earliest opportunity BenefitsExperian care for employee s work life balance health safety and wellbeing In support of this endeavor we offer best-in-class family well-being benefits enhanced medical benefits and paid time off Experian Careers - Creating a better tomorrow togetherExperian Careers - Creating a better tomorrow together