Real Time Analyst
Heredia, Heredia, cr
hace 5 días
  • What you will be doing;
  • Conduct real-time monitoring of queues and skill sets, regardless of the location, and identifying intra-day trends. Maintain a special emphasis on looking for possible downtime and telephony issues.

  • Report and work closely with the Operations and System Teams to manage and resolve downtime and telephony issues.
  • Make adjustment to call allocations driven 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' pending time-off requests, schedule swaps, trades, etc. and the 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 packages 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.
  • Determine if additional off phone activities can be scheduled or recommendation to cancel is needed due to SLAs.
  • Other related duties as assigned.
  • Requirements :

  • Experience with WFM software (Calabrio / Cisco) that includes real-time adherence. This is a Plus
  • Must have a good working knowledge of Excel and other Windows based programs (Word, PowerPoint, etc.), with the ability to organize / analyze data in a structured manner. This is a must.
  • High School Diploma or GED
  • Schedule Flexibility (Including weekends and holidays). This is a must.
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