Real-Time Operations Support Analyst

Job Description

The WFM & Real-Time (RT) Operations Support Analyst works on a team responsible for ensuring client strategic goals are met through management and oversight of workflows across all QTC locations and GBS.

This position is responsible for tracking intraday contact volume, re-directing daily work activities for maximum efficiency, and planning work efforts to help streamline daily operational processes that are critical to organizational success.

• Supports oversight and management of key operational support metrics critical to operational support functions such as Quality Assurance, Workforce Management and Training.
• Aids technical support and processes that ensure adequate system access is available to all Customer Care personnel.
• Develops dynamic schedules and forecasting.
• Supports the intraday monitoring, forecasting and management of all org workflows to ensure service level goals are achieved on all platforms for customer care.
• Ensures WFM integration with current systems to streamline data collection and analysis.
• Uses historical data and trends to forecast future workload and staffing needs. Considers factors like seasonal variations and historical performance.

Performance Monitoring and Reporting

• Researches and analyzes diversified operational support data to draw valid conclusions.
• Be responsible for daily reports and facilitates planning calls and Salesforce case management.
• Supports analysis and recommendations to improve real-time staffing levels and efficiency.
• Evaluates and implements new real-time monitoring methods/techniques for ops improvement.
• Optimizes staff allocation to match demand and improve key performance indicators.
• Supports Real Time Operation Manager and WFM Manager to validate confidence of established influences/drivers (factors determining forecasts) by leveraging advanced statistical methodologies.
• Effectively communicates with peers and those we support in the business to ensure high quality and timely completion of work requests.
• Develops dashboards to track performance metrics.
• Works with Real Time Operation Manager to ensure adequate staffing and helps develop contingency plans to mitigate real-time workflow shortages.
• Interfaces with call center leaders to understand the fast-changing business needs and makes updates to daily operational workflow processes when necessary.
• Maintains a clear view of upcoming absences to create more accurate schedules, minimize disruptions, and maintain KPI’s.

Training / Quality Assurance

• Creates, manages, and tracks all operational support metrics supporting Quality Assurance, Workforce Management, and Training functions.
• We evaluate metrics to track the full life cycle of each contact, ensuring agent empowerment and client satisfaction.
• Provides feedback to quality assurance to help identify areas for improvement, reduce errors, and ensure that the workforce is effectively managed to meet organizational goals.