Realtime Analyst (RTA) at Calltronix Contact & Training Centre

Job Description

As a Realtime Analyst, you will work closely with Operations, to help monitor Incoming volumes In Queues, report on Daily attendance schedule adherence of Agents in real-time, ensuring optimum service levels are achieved to deliver consistent performance.

Roles and Responsibilities

•  Real-time and/or intra-day management of resources to ensure an accurate number of resources are scheduled appropriately and are available to support a forecasted volume of inbound and outbound calls required to meet service levels.
•  Monitor all contact and communication center sites, as well as adjust intra-day forecasts derived from business drivers to determine required staffing levels by projecting call volumes, call duration, as well as scheduled and unscheduled activities using current trends and historical data.
•  Run and analyze reports and make recommendations for adjusting staffing levels to meet departmental expectations and productivity goals.
•  Coordinates appropriate staffing allocation and availability of call center staff in order to achieve service level objectives.
•  Monitors site to ensure optimal staffing levels.
•  Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data.
•  Administers volume contingency action plans as deemed necessary and appropriate.
•  Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals.
•  Facilitates real-time discussions with necessary stakeholders.
•  Completes root-cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness.
•  Keys daily exceptions requests, updates schedules and responds to escalated issues and ad-hoc requests.
•  Ensures that all reports originating from the department are accurate and reliable.
•  Helps with the integration and implementation of new call center technologies.
•  Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position.

Qualifications:

•  Intermediate knowledge of call center management and all related calculations
•  Intermediate knowledge of various forecasting / scheduling software