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Everise

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4.0

based on 18 Reviews

1 Everise Real Time Analyst Job

Real Time Analyst

Everise

4.0

based on 18 Reviews

2-6 years

Kolkata, Mumbai, New Delhi + 4 more

1 vacancy

Real Time Analyst

Everise

posted 17d ago

Job Role Insights

Flexible timing

Key skills for the job

Excel Healthcare Operations Recruitment US Staffing Outbound Calling

+ 2 more

Job Description

PURPOSE OF POSITION

Responsible for intra-day management of service level, program/site efficiency/occupancy and agents to ensure adherence to schedule and compliance with established parameters during real time situations. This includes, but is not limited to entering in necessary systems for processing workforce requests and following up on completion, creating and delivering reports real time or historical and providing proactive feedback and suggestion to improve performance. This role will oversee internal support of captive site resources and provide reporting and guidance to vendor networks. Effective communication along with accurate reporting will be critical for success.

PRIMARY DUTIES, RESPONSIBILITIES AND REQUIREMENTS

Thrive as a team player in a fast-paced, high-energy, change-oriented environment
Monitor established thresholds for schedule adherence, online states, off-work events (break and pre-approved non-productivity activities), agent states that are not pre-approved and must be limited
Communicate with operations management for prompt resolution of issues identified in duties above
Partnering with operations in recruitment of overtime/VTO to assist with managing intra-day staffing levels
Generate inclusive alerts for any type of situations that could disturb Service Level or efficiency (i.e., technical issues causing idle time and/or a higher than forecasted increase in call volume, and excessive general use of non-productive modes and/or agent population shrink)
Reporting as required internal leadership (i.e., performance reporting, attendance and adherence reporting, documentation of outages and staffing impacts resulting from these, and any other ad-hoc reporting that may be required)
Requires highly effective excel skills to analyze highly complex and large data sets
Information exchange with stakeholders and all in a call center eco system
Communicate with vendor network on excess undesired agent behavior
Conduct regular reporting intraday showing queue level performance across multiple locations
Facilitate taking operational requests for schedule alterations and providing approval based on business needs.
Ensure all COMPANY policies and procedures are adhered to, including but not limited to: Security, HR, Operations, etc., and any known infractions of any of these corporate policies and procedures are communicated to the proper COMPANY Management immediately
Other duties as assigned by management

QUALIFICATIONS

2 years of workforce experience in real-time management a must
Must have solid verbal and written communications skills
Must have flexibility to work during any hours of operation
Healthcare experience preferred
Working with internal and vendor networks preferred
High degree of accuracy and timeliness in reporting required
Proficient in MS Office Suite (Excel, Outlook)
Experience with vlook up, sum, sum if, and count if statements in Excel
Strong quantitative and analytical skills
Experience of one or more years using Genesys/Avaya telephony and Aspect/Verint WFM software
Outbound experience matching outbound volume to inbound capacity
Strong organizational skills and the ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail in a challenging, fast-paced, shifting-priority environment