Real Time Analyst
Lagunilla CR
hace 2 días

Job Summary :

Responsible for the real-time and / or intraday management of resources and technology across multichannel environments to achieve desired performance and budgetary objectives.

Job Specific Essential Duties & Responsibilities :


  • Analyzes and fully documents requirements
  • Works with internal Workforce Management team as well as field operations to identify alternative solutions and associated pro's and con's and explains the requirements, deliverables, costs, and criticalities of the situation as appropriate
  • Prepares proposals, presentations and cost benefit analysis for recommendations
  • Monitors results versus expectations manages expectations
  • Takes initiative to identify opportunities to provide consultation to the customer
  • Shares knowledge, explains options, brings experts to provide guidance
  • Discovers opportunities to provide value add through consultation Contact Center Management Expertise
  • Work with strategic partners within the organization to enhance service delivery, drive efficiency, and leverage investments in technology and resources
  • Understand and support disaster recovery documentation and processes
  • Coordination of the appropriate staffing allocations and availability to achieve service delivery
  • Contingency planning and recommendations to ensure optimal staffing targets throughout the day for consistency in agent workload and customer service delivery
  • Monitoring of real-time agent / queue statistics Contact Center Technology
  • Provide business requirements and support initiatives to deploy technology and / or processes in support of effective contact center management Contact Center Data and Analysis *Contribute to account assessments and account strategy
  • Partner with appropriate resources to provide requirements, definitions, calculations and design recommendations for real time and historical reporting
  • Identify efficiency opportunities, implement solutions, and measure success, with objective of consistently achieving service level goals, improving agent adherence and occupancy, and minimizing cost per call in managed operational units
  • Education / Knowledge / Experience :

  • Experience functioning in high stress situations
  • 1+ years forecasting and trend analysis for multichannel environment experience *Demonstrated competency in Workforce Management, ACD and other Contact Center Technologies
  • 2+ years of Workforce Management experience
  • Demonstrated competency in MS Excel and Access
  • Ability to communicate contact center data / forecasts to all levels of employees in an understandable fashion
  • Travel Operations

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