Real Time Analyst - Seasonal

About the role

The Real Time Analyst – Seasonal is responsible for monitoring statistics, staffing adherence, list penetration and client key performance indicators. The Real Time Analyst – Seasonal must take actions to ensure the enterprise achieves its clients’ and internal bill-to-pay goals.

Responsibilities

• Manage multiple call queues in real time.
• Watch staffing levels at each site to ensure planned coverage is met on the interval level.
• Manage numerous real-time metrics such as: Service Level, Average Speed of Answer, Schedule Adherence, Occupancy, Average Handle Time, and After Call Work against a matrix of defined thresholds.
• Provide outage and crisis management (facilitating communications between IT teams and site management).
• Manage interval, daily, weekly and monthly plan objectives.
• Provide Key Performance Indicator (KPI) reporting to client and Results management teams.
• Develop and implement KPI action plans to drive performance goals.
• Work closely with the Global Resource planners (forecasting and scheduling) to ensure optimal staffing coverage on a daily and weekly basis.
• Provide real-time skilling adjustments.
• Serve as the main contact point between Results and our client partners.
• Provide real-time leadership to Local Resource Planners (LRPs), assisting the enterprise in managing intraday staffing requirements.

Requirements

• Analytical mindset.
• Excellent attendance.
• Strong written and verbal communication skills.
• Strong attention to detail.
• Team-player mindset.
• Exceptional problem-solving skills.
• Proficiency in Microsoft Office applications such as Excel, Outlook, Word, PowerPoint, and OneNote (knowledge is a plus).