Real Time Analyst Specialist

2 weeks ago

Mahwah, New Jersey, United States MCI Careers Full time
Job Title: Real Time Analyst Specialist

MCI Careers is seeking a highly skilled Real Time Analyst Specialist to join our team. As a key member of our contact center operations team, you will be responsible for ensuring the efficient operation of our contact center by monitoring real-time performance, managing schedule adherence, and making intraday adjustments to meet service level agreements.

Key Responsibilities:
  • Monitor call volume, agent availability, and performance metrics in real-time.
  • Identify and respond to potential risks in service level adherence, such as high call volume or low agent occupancy.
  • Monitor and ensure agent adherence to schedules, including start times, breaks, lunches, and end times.
  • Address and report any discrepancies in agent adherence to supervisors and recommend corrective actions.
  • Make real-time adjustments to staffing, including breaks, lunches, and shift changes based on call volume and agent availability.
  • Manage and coordinate real-time changes such as unplanned absences, overtime requests, and schedule changes.
  • Ensure service level agreements (SLAs) are met by making intraday adjustments and collaborating with team leaders.
  • Generate and analyze real-time performance reports, including service levels, occupancy, and adherence, to identify trends and make data-driven decisions.
  • Provide insights and recommendations based on real-time data to improve efficiency and effectiveness.
  • Act as a liaison between the WFM team and Operations to communicate real-time issues and actions taken.
  • Quickly identify, escalate, and resolve real-time issues impacting service levels.
  • Utilize WFM tools, ACD (Automatic Call Distribution) systems, and other relevant software for real-time monitoring and reporting.
  • Ensure all systems and tools are functioning correctly and report any issues promptly.
  • Work closely with supervisors and team leaders to address discrepancies in agent adherence and recommend corrective actions when necessary.
  • Participate in post-mortem analysis of performance issues and contribute to process improvement initiatives.
  • Provide feedback to the WFM team to enhance forecasting and scheduling accuracy.
Requirements:
  • Grade 12 with entry level tertiary qualification, with combination of training.
  • 2 years experience in a real-time analyst role or similar position in a contact center environment.
  • Experience with WFM tools and contact center management systems.
  • Strong analytical and problem-solving skills.
  • Proficiency in WFM software, ACD systems, and MS Office (especially Excel).
  • Excellent communication and interpersonal skills.
  • Ability to work in a fast-paced environment and make quick decisions.
  • Strong attention to detail and accuracy in reporting.
  • MUST be able to work onsite, USA hours with weekend availability.
What We Offer:

MCI Careers offers competitive compensation packages, professional development opportunities, and a collaborative work environment that values diversity and inclusion.

Physical Requirements:

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset.

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