Real Time Analyst Job Description

Real Time Analyst Job Description

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Real time analyst provides regulatory approval for research reports to be distributed to investors and have solid PC / technology skills (Outlook, Word, Excel, PowerPoint).

Real Time Analyst Duties & Responsibilities

To write an effective real time analyst job description, begin by listing detailed duties, responsibilities and expectations. We have included real time analyst job description templates that you can modify and use.

Sample responsibilities for this position include:

Extensive familiarity with software applications including MS Excel, knowledge and use of Access, CMS, Aspect Suites, and Business Objects a plus
Consults with business units to develop solutions to business problems with financial impacts
Creates short and long range analysis plans to meet business objectives
Partner with key stakeholders encouraging best possible cross-functional working relationships to enhance total customer experience
Monitors numerous real time metrics such as
Monitor external factors that may impact workload volumes
Track system issues and assess the impact on operational performance
Monitor critical business operations and performance indicators at an interval level in real-time, , call volumes, average handle times, queue time, call center agent availability, and call center service level adherence
Conduct trend analysis of call volumes and business activities to anticipate and recommend changes in daily and long-term strategy
Analyze forecasted data and compare it to actual data on a daily basis to identify any areas of concern

Real Time Analyst Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Real Time Analyst

List any licenses or certifications required by the position: PMP, PE

Education for Real Time Analyst

Typically a job would require a certain level of education.

Employers hiring for the real time analyst job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Education, Computer Science, Business, Technical, Mathematics, Statistics, Engineering, Management, Economics, Associates

Skills for Real Time Analyst

Desired skills for real time analyst include:

Microsoft Excel
Word
PowerPoint
Problem solving processes
Access
Excel
SQL
Common contact center statistics and technology
Outlook

Desired experience for real time analyst includes:

Provide valuable feedback to stakeholders based on trends to ensure process optimization is in place at all times
Ad hoc tasks to support the business
Previous Contact Centre Experience is a must for the role
Ability to process large amounts of complex raw data and present in a comprehensible fashion
Intermediate / Higher Vocational Education, preferably economics, logistics, information management, statistics, communication or mathematics
Punctual and accurate work methods

Real Time Analyst Examples

1

Real Time Analyst Job Description

Job Description Example
Our company is looking for a real time analyst. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for real time analyst
  • Communicate to impacted businesses on actions taken and current status
  • Monitor intra-day scheduling forecast compared to actual volumes and make adjustments throughout the day, as required
  • Receive, review, and make decision for same day, unplanned, off-phone requests
  • Pro-actively communicate and follow up with site operations to execute all planned and real-time activities
  • Communicate effectively with the business about its needs with personnel at all levels
  • Serve as a resource for answering questions about the daily operations of the call center
  • Monitor and track traffic and trunks across the organization on a real-time basis, including in-sourced and outsourced Contact Centers
  • Recognize and initiate escalation for all system difficulties or outages, including switch, routing systems, computer systems, customized department systems, and all applicable supported applications
  • Monitor world events for crisis situations that may impact the business, gather information on these events, run impact reports, and create communications to inform the business of these events
  • Create, manage, and distribute normal daily and ad hoc reports to business
Qualifications for real time analyst
  • 3-5 years of relevant workforce management experience preferred
  • Minimum of at least 3 years experience working in a call center environment
  • Must be a self-starter and be able to work in collaboration with others
  • Must be independent and capable of working with little management supervision
  • Investigates issues and problems thoroughly and can resolve them in a reasonable period of time
  • Situations require sound judgment and are expected to be resolved directly with the department and will only occasionally require the escalation of the situation to a leader
2

Real Time Analyst Job Description

Job Description Example
Our company is looking for a real time analyst. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for real time analyst
  • Monitor Ticketing Printer and ensure it is restocked and functioning properly during the weekends and afterhours
  • Coordinates the process of maintaining accurate headcount numbers by scheduling group
  • Act as the primary technical point of contact with the client for Real-Time application services
  • Will manage and convey information to various technical and non-technical client groups, the application functionality that has been placed into production
  • Will have a broad understanding of the underlying code that enables the functionality
  • Be able to explain to client testers how to trigger the features/functionality
  • Research reported issues to determine if there is an actual bug or if the application is functioning as designed
  • Coordinate reporting bugs to development, testing fixes and reporting back to client when resolved
  • Primary point of contact for connectivity issues and work with other technical resources to identify and resolve the issue
  • Monitor application error reporting and determine action plan to resolve
Qualifications for real time analyst
  • A Real Time Analyst is responsible for recommendations to the service departments that will affect staffing decisions and daily department performance
  • Demonstrated understanding of call center processes and procedures
  • 2+ years’ experience in report analysis, strategic planning, and/or workforce management experience, preferably in a call center setting
  • Customer service experience in a call center, support environment, or call center command center
  • A critical thinker with the ability to contribute to challenging assignments in a business-critical environment
  • Ability and willingness to work flexible hours to cover all times for support in a 24x7 environment, if needed
3

Real Time Analyst Job Description

Job Description Example
Our company is growing rapidly and is looking to fill the role of real time analyst. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for real time analyst
  • Implement or coordinate with other team resources a system change to address issues
  • Import and put into production data tables that manage Real-time applications
  • Technical experience with web based services/applications
  • Ability to prioritize daily responsibilities
  • Willingness to work on call
  • Bachelor’s degree from a four-year college or university or minimum 2 years relevant industry experience in the area of Information Technology
  • Knowledge of the digital marketing ecosystem
  • Leads projects that will enable their division to continually improve processes by identifying, sharing, and implementing the best practices within and across sites
  • Analyze the performance of the real-time management system to ensure the implementation of process improvements
  • Gather data, perform needs assessment, defining user requirements and developing specifications for the Real-time Management System
Qualifications for real time analyst
  • Liaise with various internal and external stakeholders including Team Managers, Outsourcers and Demand Planning teams on a daily basis
  • Comfortable talking in front of a group one-on-one with an individual
  • Demonstrated ability to communicate effectively in a multi-cultural environment
  • Demonstrates effective communication, composure under pressure and professional attitude
  • Experience in IT Service delivery or Product Management
  • Experience in dealing with Vendors from day to day management through to contract creation
4

Real Time Analyst Job Description

Job Description Example
Our company is growing rapidly and is looking to fill the role of real time analyst. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for real time analyst
  • Develop benchmarks using metrics, industry standards and original concepts
  • Performs real-time analysis and execution of intra-day staffing adjustments in half-hour increments
  • Configures data gathering systems, designs and develops the means to correct deviations from normal call arrival and dispersion functions
  • Responsible for all aspects of enterprise reporting
  • Provides performance analyses and trending information
  • Interacts closely with on-site reporting divisions of the call centers to ensure reporting consistency and uniformity
  • Supports “adhoc” reporting requests from Senior Management
  • Monitor intra-day scheduling forecast compared to actual volumes and make daily adjustments as required
  • Monitor and track traffic across the organization in real-time, including in-sourced and outsourced Contact Centers
  • Monitor world events for crisis situations that may impact the business
Qualifications for real time analyst
  • High school / Graduation from a reputed university
  • Typically 4-5 Years’ experience in Work Force Management
  • Monitor, track and respond to social media comments that reflect on Egencia’s service level, and customer service interaction across the organization on a real-time basis
  • 2+ years’ experience in report analysis, strategic planning and/or workforce management experience, and customer service, preferably in a call or command center setting
  • Understanding of the impact of staffing shortages to a center's ability to provide service to customers
  • Critical thinking with the ability to contribute to challenging assignments in a business-critical environment
5

Real Time Analyst Job Description

Job Description Example
Our growing company is looking for a real time analyst. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for real time analyst
  • Partner with CCM, Technologies and CEN Leaders to support the implementation of call routing strategies
  • Assist with Call Centre Management initiatives
  • Handle agents' pending time-off requests, schedule swaps, trades, and the daily exception management of IEX
  • Responsible for the Plant Process Computer system that provides real time data from the Nuclear Reactor to monitoring applications/end users
  • The Real Time Analyst manages and/or balances service levels for the call center across programs, internal locations, lines of business and products
  • Analyzes trends such as call volume, AHT, and attendance to understand and plan for potential over staffing/under staffing conditions
  • Partner with Technologies and Operations Leaders to support the implementation of call routing strategies
  • Assist with Call Center Management initiatives
  • Has basic knowledge of the business, tools and processes, technical experience
  • Monitors real-time performance of call volume, emails, AHT, staffing levels, adherence, agent productivity and other performance statistics across multiple queues to ensure the department is in the best position to reach its KPIs
Qualifications for real time analyst
  • Clear understanding of call centre management tools
  • Ensuring that targeted service levels are achieved within a multi-site, 24/7 Customer Service Centre on a daily and intra-day basis in order to maintain service level and ensure consistency of performance
  • Very strong working knowledge of any WFM Tool & CISCO required
  • Ability to make quick decisions about contact center dynamics and to take risks as necessary
  • 3 or more years of management experience in the financial services industry and/ or contact center industry strongly preferred
  • 5 or more years of relevant experience preferred with a diverse background across numerous areas of the division, firm, and/or industry is a plus

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