Real Time Analyst

About the Role:

This position reports to the real time adherence supervisor. Under general supervision the real time adherence analyst is responsible for monitoring and managing workforce KPIs in real time utilising Alvaria applications Cisco and Asus. This position communicates tactfully with business leaders to request actions that will maximise utilization of personnel, meet targeted call center service levels quality standards and effectively serve customers to ensure service level goals are met within the care and sales organizations. This position is responsible for maximising performance of the contact centers by analysing real time statistics measuring performance to forecast and projecting future performance based on historical data. The RTA analyst will also be responsible for intraday staff adjustments (including OT and VTO) to help manage occupancy and ASA through real time monitoring and analysis of contact volumes, AHT and staffing requirements compared to forecast.

About the Client:

Our client is a Fortune 500, nationwide, telecommunications and media organization made up of multiple brands. They are the largest broadband communications and video services providers in the United States, serving nearly 5 million residential and business customers. They are spread across 21 states with an advanced portfolio of connectivity services, focused on bringing their customers and communities together. With us, you can build a career that creates impact both personally and professionally.

Responsibilities:

• Provides exceptional internal customer service by communicating proactively via IM, email, and/or phone with call center stakeholders to achieve targeted service level and other quality standards.
• Ability to apply critical thinking skills and use decisive judgement under minimal supervision to make important business decisions.
• Utilises a variety of software such as Alvaria real time adherence, Alvaria eWorkforce management, Cisco and Aceyus to monitor real time adherence and respond to call centre call drivers.
• Responds and reacts to call centre call drivers such as outages and planned or unplanned events to ensure the company meets service level targets.
• Enters and adjusts employee exceptions including updates to schedules via the alarms process taking call outs or working the shared inbox.
• Responds to meeting, project coaching request shift change requests and other requests to approve or deny the activity.
• Proactively works to facilitate, approve or deny overtime, generate overtime schedules, voluntary time off, and other requests.
• Maintain records of all outages with all specific time stamps and follow up actions if applicable.
• Communicates non-compliance to supervisors via email and/or verbally.
• Initiate emergency procedures as needed.
• Assists in data gathering and report preparation.
• Other duties as assigned.

Qualifications:

• High school diploma or equivalent work experience and technical training is required.
• One plus years of analytical and operational experience.
• Prior experience in a call center environment.
• Understanding of arrival patterns and dependencies.
• Extensive knowledge of MS Excel demonstrated pivot tables, graphing, etc.
• Ability to think critically and make data driven recommendations.
• Demonstrated track record of analytical contributions to achievement of department goals.
• Proficiency with report coordination and report development.
• Ability to handle multiple assignments simultaneously and collaborate across multiple business units.
• Work well under pressure to meet deadlines and function with minimal supervision.
• Ability to establish and manage effective relationships at all levels.

Non-technical requirements:

• You have experience working on client-facing roles.
• You are available to work from our Mumbai office from Day 1 in a rotational shift.