Senior Real Time Analyst (WFM Managed Services)

The Senior Real Time Analyst position will be responsible for providing Workforce Management (WFM) as a service (RTA role) for a client command center. This person will be managing the vendor network.

As Senior Real Time Analyst (RTA), You Will

Act as shift point of contact:

• Overlook the team in the absence of the Manager/Supervisor
• Conduct RTA huddles and pass updates to the team
• Act as SME and train new members in the team

Queue management:

• Monitor client enterprise service KPIs (service level) and staff performance across all vendors throughout the day
• Situational management (vendor level)
  • BCP situations: Tools issues, WFM Systems issues, etc.
  • Routing / downtime issues - Create and manage war room o Make announcements about outages on respective client tools.
• Intraday Management
• Facilitate daily syncs with clients/vendors to review performance
• Monitor forecast vs actual governance at the enterprise level (service KPIs, handling capacity, shrinkage, handle time, service levels)
• Re-forecast within the day to project staffing gaps and share across the network to address over/under staffing
• Approve and push extra time/VTO/off phone requests by vendors
• Communicate directly with the stakeholders on trends, staffing levels, and mitigation tactics needed to improve service levels performance
• Perform root cause analysis (end of day) & provide updates to enterprise network & leadership team

Reporting:

• Track daily/weekly/monthly performance and provide context on the following metrics:
  • Service Level/ASA
  • Shrinkage/Absenteeism
  • EOD reports

Additional tasks:

• Provide regular feedback to the planning and scheduling team

As Senior Real Time Analyst (RTA), You Have

• A University education with a technical background (mathematical or statistical course desirable) is preferred
• 3+ years previous call center experience required
• Minimum 1 year WorkForce Management experience is required
• Previous work experience working with Global vendors is considered an asset
• Advanced level of MS Excel/Google sheets
  • Pivot Tables
  • V-Lookup/X-Lookup
  • Index/Match
• Ability to create charts/graphs
• 1+ years of previous experience with any WFM tools is required
  • NICE IEX
  • Aspect eWFM
  • Verint
  • Calabrio
• Knowledge of programming / Tableau will be an asset
• Excel/BI/Reporting tools certifications will be an asset
• Good communication skills,local language and English (required)
• Additional languages would be an asset
• Ability to identify emerging trends, measure impact on the business and use good judgment
• Experience in facilitating meetings
• Proactively distill and analyze data, charts, and graphs into actionable insights & present recommendations to stakeholders and other audiences
• Able to collaborate with clients cross-functional teams and vendor RTA teams
• Clear and concise, written and verbal communication (in English)
• Fundamental understanding of call center metrics