Real Time Analyst

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Real Time Analyst

Descripción de la oferta

The basics of the job are to observe the SLA with a reporting objective and ensure real-time analysis and adherence. The role in meeting Service Level involves monitoring and analyzing real-time and historical data to meet Service Level. The role in improving schedule adherence includes monitoring violations of attendance, schedule adherence and Aux-usage of agents.

Duties and Responsibilities include the following. Other duties may be assigned.

Responsible for managing all intraday management processes in support of operations to achieve the business objective of achieving business service level objectives and maximizing efficiency and occupancy
Support Account Manager by creating and maintaining the required reports that are necessary to manage the operations
Providing leadership teams with timely, accurate reports on intraday performance and impacts
Compile and maintain reports on a weekly basis
Create ad hoc reports per the direction of management and clients
Drive to achieve Service Levels on all intervals
Recommend overtime or downtime based on day of performance
Provide day of impact analysis for outages, staffing shortages, and other unplanned events
Approvereal-time request for offline events
Monitor and generate analytical reports and adherence analysis for the programs
Monitors aux usage of agents. Ensuring that the queue is well-managed by relaying real-time concerns on AUX/Talk time abuse to Supervisors/Managers on the floor
Monitor agent calling behaviors in real-time, calling out events such as talk-time or after-call-work time which exceeds defined thresholds
Monitors real time schedule adherence and reports non-compliance
Change agent skill on the switch/system as per requirement
Moves workload between groups within all the contact centers to ensure optimum service level

Strong working knowledge of Microsoft Office suite
Knowledge of database connectivity, VBA and SQL beneficial
Demonstrated ability to work independently, take initiative, problem solve, handle multiple tasks, and prioritize daily responsibilities
Excellent English language skills
Exceptional time management skills
Experience in workforce management or analytical experience will be considered as an advantage
Ability to effectively communicate via verbal and written documentation action plans that will improve team service level and quality
Interface effectively and professionally with all levels of management both internally and externally
Strong Analytical Skills required to critically assess situations and make decisions in real time
Trend analysis skills
Excellent problem solving and decision-making skills
Ability to operate effectively in a team environment
Ability to plan and organize effectively / detail-oriented

Estudios:

Bachillerato o equivalente

Experiencia:

1 año de experiencia

Datos de la oferta

Salario:

A convenir

Jornada Laboral:

Jornada Indiferente

Tipo de contrato:

Ocasional
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