JOB SUMMARY: The Real Time Analyst is responsible for all Workforce management tasks within the Company. The key responsibilities will include monitoring the service levels, occupancy and contact volume of the phone operations department and analyzing staff trends to ensure daily resource coverage.
RESPONSIBILITIES:
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Provide recommendations for staffing adjustments and reassignments for a multi-channel contact center
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Manage the distribution of call volume and workloads for all work streams
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Process schedule trade requests for posted schedules
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Analyze PTO submission and reconcile attendance with employee timesheets against schedule and time in/time out reporting
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Perform continual analysis of performance and conduct forecasting to make necessary adjustments according to Company standard
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Ensure hours are accurately accumulated and categorized in a format compatible with company and department payroll procedures
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Meet and exceeds operational and business needs with the goal of providing exceptional service while optimizing revenue and productivity in a cost-effective environment
REQUIREMENTS:
- 1-3 years' experience in a similar role
- High school Diploma or Associate's Degree required
- Proficient in Microsoft Office particularly Excel with knowledge of Excel formulas for creating and updating spreadsheets
FUNDAMENTAL SKILLS:
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Excellent written and verbal communication skills
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Excellent problem analysis, problem-solving skills and ability to be creative in solving technical problems.
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Strong problems solving skills with the ability to proactively identify and prevent potential problems.
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Highly goal oriented and results driven to ensure meeting department goals
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Ability to focus on deadlines and deliverables with strong organizational and multitasking skills
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