Real Time Analyst

3 weeks ago

Cleveland, United States SP Data Digital Full time

Summary of Duties:

The Real-Time Analyst monitors actual vs plan delivery at queue & agent level to ensure that the correct number of agents are available at the right times to achieve the desired service level/KPI.

Main Responsibilities: Manage the call volume, daily attendance and program break schedules Assist with the creation of metrics and targets for services Work closely with the operations team to analyze and help improve their delivery processes Generate ideas for process and service improvement planning Produce daily, biweekly and monthly internal reports Use trends and reports to forecast requirements Assist with projects and other duties as requested or assigned

Skills and Qualifications: Demonstrate sound work ethic Must have advanced level Microsoft Excel skills - Including advanced formulas, also Word and Email VBA macros are an asset Experience with IEX an asset Ability to create reports in Excel and forecast results Attention to detail and high level of accuracy Ability to multi-task, focus and complete reports for extended periods Previous call center experience required Previous Work Force Management experience is considered an asset 1 year of call center experience

Personal Attributes: Ability to take initiative Flexible team player with a positive attitude Must have good time management with the ability to work with minimal supervision and under tight timelines Capable of managing multiple, simultaneous projects Must be friendly and professional with a positive attitude Organized with the ability to quickly and effectively adapt to change Excellent attendance record Able to communicate professionally - oral and written Problem-solving skills

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