Senior Real-Time Analyst

Job Description

Senior Real- Time Analyst:

Step into the world of innovation at Thomson Reuterswhere your technical expertise meets global impact.

Senior Real Time Analysts support workforce management by identifying scheduling gaps and adjusting staffing levels based on real-time data, produce and analyze attendance and intra-day reports to make recommendations for staffing adjustments.

About the Role:

- Filling shifts and writing schedules based on staffing requirements.
- Performs timekeeping activities for the group/department and monitor attendance of staff to track compliance.
- Schedules other employee activities that are off-the-phone activities.
- May provide support to other areas of customer services operation.
- Serves as the primary WFM site leader responsible for making critical strategic decisions that impact operational efficiency and service delivery.
- Senior analysts oversee real time response to events and incidents such as technical outages, application failures, and unanticipated facilities closures, escalating to appropriate internal and external teams when needed.

About You:

- at least 3-5+ years of Call Center experience in workforce management and 1+ year experience with workforce management systems such as Aspect or Genesys.
- Experience in MS excel.
- Knowledge in data analytics
- Client handling experience
- Good problem-solving skills, written and verbal communication skills.
- Good stakeholder management
- Ability to manage the workload and deliver results in a fast-paced environment.
- Drive & self-motivation with the ability to work independently.
- Proven ability to form strong customer relationships, an understanding of customer focus and service delivery.

What's in it For You

- Hybrid Work Model: We've adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected.
- Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.
- Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow's challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.
- Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.
- Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.
- Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.
- Making a Real-World Impact:We are one of the few companies globally that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.

About Us

Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media. Our products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth, and transparency. Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news.

We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments. At a time when objectivity, accuracy, fairness, and transparency are under attack, we consider it our duty to pursue them. Sound exciting Join us and help shape the industries that move society forward.

As a global business, we rely on the unique backgrounds, perspectives, and experiences of all employees to deliver on our business goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace.

We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law. More information on requesting an accommodation here.

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More information about Thomson Reuters can be found on thomsonreuters.com.