Real-Time (RT) 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.

• Track intraday contact volume and re-direct daily work activities for maximum efficiency.
• Plan work efforts to streamline daily operational processes critical to organizational success.
• Support oversight and management of key operational support metrics such as Quality Assurance, Workforce Management, and Training.
• Assist technical support and processes to ensure adequate system access for Customer Care personnel.
• Develop dynamic schedules and forecasting.
• Create meaningful interpretations of data using tools, industry experience, and logic to inform decisions in the workforce space.
• Support intraday monitoring, forecasting, and management of all organizational workflows to achieve service level goals on all platforms for Customer Care.
• Ensure WFM integration with current systems to streamline data collection and analysis.
• Analyze historical data and trends to forecast future workload and staffing needs, considering seasonal variations and historical performance.
• Perform performance monitoring and reporting.
• Research and analyze diversified operational support data to draw valid conclusions and be responsible for daily reports and facilitating planning calls and Salesforce case management.
• Support real-time monitoring and staffing levels, implementing new methods and techniques for operational improvement.
• Evaluate staff allocation to match demand and improve key performance indicators.
• Communicate effectively with peers and business partners to ensure high-quality and timely completion of work requests.
• Develop dashboards to track performance metrics.
• Work with Real-Time Operation Manager to ensure adequate staffing and develop contingency plans to mitigate workflow shortages.
• Interface with call center leaders to understand fast-changing business needs and update daily operational workflow processes as necessary.
• Maintain a clear view of upcoming absences to create more accurate schedules, minimize disruptions, and maintain Key Performance Indicators (KPIs).
• Monitor and track agent performance and productivity.
• Act as a team leader for various projects and participate in teams implementing new operational improvement processes.
• Analyze data using web tools and other company software to prepare recommendations and reports driving high-impact process improvement efforts.
• Accurately track actual Customer Care output and process/activity levels for productivity analysis and resource shortage mitigation.
• Collect and analyze Voice of Customer survey metrics to facilitate discussions on operational performance gaps affecting real-time operations.

Training / Quality Assurance

• Create, manage, and track all operational support metrics supporting Quality Assurance, Workforce Management, and Training functions.
• Evaluate metrics to track the full life cycle of each contact, ensuring agent empowerment and client satisfaction.
• Provide feedback to quality assurance to identify areas for improvement, reduce errors, and ensure effective workforce management.