Real Time Analyst Resume Samples
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Real Time Analyst Resume Samples
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WR
W Ritchie
Willa
Ritchie
93421 Adolf Motorway
Phoenix
AZ
+1 (555) 902 3516
93421 Adolf Motorway
Phoenix
AZ
Phone
p
+1 (555) 902 3516
Experience
Experience
Phoenix, AZ
Real Time Analyst
Phoenix, AZ
O'Connell, Weimann and Heidenreich
Phoenix, AZ
Real Time Analyst
- Analyse and manage Call Volume in Real Time to ensure Service Levels are met on a daily, weekly and monthly basis
- Analyse call volume patterns in Real Time to optimize work shifts, breaks and lunches
- Collaborate with Supervisors and Managers to identify and track planned and unplanned absences, as well as attendance and behavioural issues
- Identify call volume trends and averages on a monthly and quarterly/seasonal basis
- Create daily/weekly/monthly reports and undertake intraday reporting & other MI operations
- Good working knowledge of Microsoft Excel
- Working with numbers, data analysis and reporting
Phoenix, AZ
Workforce Real Time Analyst
Phoenix, AZ
Keeling, Schumm and Lebsack
Phoenix, AZ
Workforce Real Time Analyst
- Assist Work Force management with call flow analysis and suggestions
- Work closely with management and other site personnel to achieve high level goals and promote a focus, goal driven environment
- Provide training agenda feedback on nesting quality metric performance
- Maintain and track accurate records of PTO accruals, attendance, and time off usage via Workforce Management system
- Observe and monitor inbound and outbound call volume and create a strategic plan to improve and maintain KPI attainment
- Identify and analyze data trends as they develop and communicate recommendations effectively to management in order to maintain KPI’s
- Provide recommended intervention activities to address quality metric opportunities identified
present
Chicago, IL
Senior Real Time Analyst
Chicago, IL
Sipes LLC
present
Chicago, IL
Senior Real Time Analyst
present
- Assist with Call Center Management initiatives (e.g. delivering workshops, training and ongoing organizational education)
- Monitor associate real time schedule adherence; provide authorization for all unplanned activities and coordinate approved activities with Management
- Make adjustment to call and email allocations driven by the real-time trends and backlog management
- Work with NOC, Operations, and Remote Centers to manage and resolve downtime and telephony issues
- Send out hourly performance updates including interval and intraday SVLs, % to forecast, ASA, and callouts
- Stakeholder management
- Send out regular performance updates including interval and intraday SVLs, % to forecast, ASA, and callouts
Education
Education
Bachelor’s Degree in Supervision
Bachelor’s Degree in Supervision
Kaplan University
Bachelor’s Degree in Supervision
Skills
Skills
- Ability to work independently and be accountable for the expected client deliverables
- Strong working knowledge of Excel
- Demonstrated ability to communicate effectively and professionally with internal and external associates
- Ability to exhibit professionalism
- Strong communication skills and ability to influence key decision makers
- Excellent Analytical Skills and attention to detail
- Exemplary IT skills with an excellent knowledge of MS Office Excel and Access, data manipulation and query writing
- Highly numerate with real ability to manipulate numerical data
- Good working knowledge of Microsoft Excel
- Excellent data analysis skills – with high level of attention to detail
15 Real Time Analyst resume templates
Read our complete resume writing guides
1
Real Time Analyst Resume Examples & Samples
- Analyse and manage Call Volume in Real Time to ensure Service Levels are met on a daily, weekly and monthly basis
- Analyse call volume patterns in Real Time to optimize work shifts, breaks and lunches
- Monitor agent phone behaviour, correct underperformance or inappropriate activity and ensure adherence to schedules
- Adjust workforce requirements based on changing/dynamic forecasts; reforecast when necessary
- Collaborate with Supervisors and Managers to identify and track planned and unplanned absences, as well as attendance and behavioural issues
- Identify call volume trends and averages on a monthly and quarterly/seasonal basis
- Develop an understanding of the Customer Reporting Process and extract data based on changing business requirements
- Create daily/weekly/monthly reports and undertake intraday reporting & other MI operations
- Clear understanding of call centre management tools (e.g. CMS, Canvas, Dashboard etc.)
- 5 years call centre experience required, ideally in a real-time or Bridge role
- Good working knowledge of WFM systems (Verint i360 preferred)
- Practical experience of Workforce Management methods and processes
- Good working knowledge of Microsoft Excel
- Basic technical understanding of telecomms (PBX, ACD, IVR, Skillset Routing)
- Working with numbers, data analysis and reporting
2
Real Time Analyst Resume Examples & Samples
- Analyze performance data to identify opportunities to operate more effectively and efficiently
- POC for Internal teams and multiple external sites
- Support time-off and shift-swaps requests
- Support adding and removing new hires and leavers from WFM systems
- Support site-level resources with real-time management of schedule adherence and productivity
- Effectively communicate across the broader Airbnb team and our outsource partner
- Facilitate any non-productive time (e.g. training) based on analysis to possible impacts to service delivery
- Track, analyze and report center and agent performance with reports from Community and ACD across multiple sites
- Analyze and report historical data and trends, daily, weekly, monthly etc
3
Real Time Analyst Resume Examples & Samples
- Compute and analyze data, using statistical formulas and computers or calculators. Enter data into computers for use in analyses and reports
- Compile statistics from source materials, such as metrics from multiple reports
- File data and related information and maintain and update databases
- Makes sound business decisions to change list sources to optimize performance
- Monitors campaigns for wait times/ drop rates/ agents states
- Monitors numerous real time metrics such as; Dials per hour, Contacts per hour, conversion, completes per hour, applications per hour & schedule adherence
- Ability to create strategies to maximize performance
- Communicates performance issues with Manager/Team Lead
- Acts as Site real time communication
- Completes daily recap for Manager
- Delivers Production reports as required
- Manages interval, daily, weekly, and monthly plan objectives
- Makes objective recommendations to management on strategies to maximize profitability
- Partner with Supervisors & Managers to meet schedule adherence goals
- College Degree or equivalent
- 5+ years of professional experience in a customer service, call center or business processing environment
- 1+ years of leadership experience in a professional environment
- Proficiency with basic computer programs including the MS Office Suite
4
WFM Real Time Analyst With English Resume Examples & Samples
- Processing and approval (in consultation with WFM Traffic) of tickets (requests) from operation to WFM regarding (preferred) changes to the published schedule
- Processing attainment exceptions in the schedule of the CSR
- Processing changes to the schedule, directed by WFM Traffic and inform when required the CSRs about this change
5
Real Time Analyst Resume Examples & Samples
- Performs real-time performance related monitoring to help business areas ensure adequate staffing and make recommendations on daily basis about adjusting staff schedules to support target performance
- Monitors the workflow of assigned departments real time for schedule adherence
- Analyzes and communicates impacts to intra day call center department performance
- Understands interdependencies, communicates, and develops plans for intra-day help across departments
- Communicates with departments to stay informed about events and projects that could impact the department's performance
- Develop, compile and communicate intra day and daily reports with Workforce Management statistics, such as Service Level, Average Speed of Answer, Abandonment Rate, Adherence, and Utilization
- Advises of optimal ad hoc meeting and training times
- Processes schedule adherence exceptions submitted by call center team leaders or associates
- Continually identifies and communicates opportunities for improving call center efficiency with team/department leaders
- Evaluates vacation/sick for the day and recommends necessary adjustments
- Collaborates with departments to meet department statistical agreements
6
WFM Real Time Analyst Resume Examples & Samples
- Responsible for database administration of the Workforce Management software; including exception entries, attendance updates, routing changes or other staffing adjustments
- Utilize core WFM methodologies to manage operational changes in workload and shrinkage deriving from internal and external factors
- Recognize/interpret trends and changes in the business and communicate them to management (forecast variances on call volume, AHT, ASA or agent attendance)
- Monitor internal system influences on staff requirements and drive workforce changes that meet the business needs
- Monitor external factors that may impact workload volumes; calculate potential business impacts from these external factors; communicate action plans to the business that address the change in staffing requirements; lead the business through changes in workforce needs
- Maintains documentation and workflows for telephony routing, and agent skilling providing efficiency changes as identified
- Excellent knowledge in the use of applications such as Windows, Word, Excel
- Ability to work independently, proactively, innovatively, and creatively while exercising sound judgment in a fast-paced and results driven environment
7
Assoc Real Time Analyst Resume Examples & Samples
- Track real time call volume and trends to monitor staffing levels throughout the day and assess the need for overtime or early release of staff. Maintain employee profiles and reallocate resources to accommodate different types of calls and complete back up project work for other departments (i.e. claims processing, patient profile entry, mail sorting, etc
- Serve as a technical expert for systems and phone problems within the call center. Troubleshoot call center system, PC, or phone problems. Report issues to the IS team, communicate status to call center, follow-up on issues until resolved, and maintain issue log
- Track and analyze compliance to quality and service standards. Monitor compliance to client-specific performance guarantees and notify management of problems as soon as possible
- Provide reports to call center management on call trends, productivity, quality, service levels and cost per call. Run ad hoc reports as requested
- Identify and escalate repetitive questions and/or problems so that corrective action can be pursued and expedited. Assist in development of call center programs and process improvements to enhance the level of internal and external customer service provided
- Complete necessary paperwork for system access, phone access, work station setup and security access for new or transferring employees. Develop and maintain call center equipment inventory
- 4-6 years relevant experience
- Excellent PC knowledge including Microsoft Office, Internet, and email
- Demonstrated understanding of call center processes and procedures; Excellent phone, oral and written communication skills
- Ability to adapt in a dynamic work environment and make independent decisions; Demonstrated ability to handle multiple projects simultaneously and prioritize workload
- Extremely detail oriented; Advanced problem solving skills and the ability to work collaboratively with other departments to resolve complex issues with innovative solutions; Knowledge of PBM industry/Managed care industry preferred
- Willingness to work a flexible schedule for peak call times
- LI-MR1
8
Real Time Analyst Resume Examples & Samples
- Monitor and report call volume distribution and patterns to operations
- Report system downtime to both internal and business and advise on production loss and man hours
- Provide insights and information to operations on volume arrival patterns, agent productivity and occupancies
- Assist in implementation of schedule adherence and maintain tracking and reporting of staff reliability (Attendance)
- Experience with, and working knowledge of, Call centre specific systems, such as call and resource planning and scheduling software with an understanding of the principles of call centre management
- Very high level of numeracy and ability to construct forecasts by analysing data from a variety of sources
- High computer literacy including skilled use of spreadsheets and database applications
- Demonstrated high level of attention to detail. Strong analytical skills are a must
- High degree of self-direction, initiative and motivation with the ability to work under pressure and meet objectives in a changing environment
9
Real Time Analyst Resume Examples & Samples
- Monitors real time call flows, admin queues and work flow queues
- Proactively manage real time adherence and influence advisor behaviours to achieve business Service Levels
- Identify efficiency improvement opportunities and make multi skilling recommendations
- Monitors agent activity on a daily basis including exception reporting
- Balances skill based routing across departments to ensure a balanced service is provided
- Produces and adjusts intra-day forecasts feeding back any issues to forecasting manager
- Accountable for short term service level performance
- Real time analysis experience within a contact centre environment is essential
- Ability to confidently communicate with all levels of staff through the business
- Resilience and the ability to maintain a positive attitude
- Previous experience of using Verint or a workforce management tool preferable
- Awareness of scheduling, forecasting processes
10
Workflow Real Time Analyst Resume Examples & Samples
- 3+ years of Call Centre or similar experience related to a solid understanding of production environment metrics (such as Forecasting, AHT, Shrinkage, and FTE’s). Candidates with superior analytical skills in any industry are encouraged to apply
- Demonstrated analytical, problem solving and decision making skills that foster developing creative solutions
- Ability to develop presentations leveraging a proficiency in MS Office
- Ability to develop presentations and a proficiency in MS Office suite
11
Workflow Real Time Analyst Resume Examples & Samples
- Prior Workflow experience in a contact center in any environment will be a plus
- Excellent planning and time management skills with the ability to deal with multiple demands on time and deal with ambiguity
- Strong analytical, problem solving and decision making skills that foster developing creative solutions
- Advanced MS Excel and/or MS Access skills required
- Experience with the Workforce Management tools is a plus
12
Real-time Analyst Resume Examples & Samples
- Intraday monitoring of incoming investigations and Service level working alongside the Operations teams and Workforce Manager to effectively make decisions as required
- Reporting on Forecast to Actual incoming volume while monitoring Service level performance at interval, daily and weekly level
- Performing deep dive analysis on Service level misses, outlining key performance drivers to the Business while actively managing any Service level action plans
- Review Daily staffing outlooks – looking at planned staffing against actual staffing and highlighting any variances
- Tracking of daily shrinkage for sickness, vacation, NPT and providing impact analysis on workload
- Make real time ACD contact routing changes to drive implementation of the short term plan
- Support the implementation of Workflow related projects into the TRMS Business – working closely with project managers to deliver on key goals
- Monitoring of daily schedule adherence
- Host and participate in daily metrics calls
- Work closely with Operations and site management to ensure all available time is optimized
- Develop strong relationships with leadership across global sites driving network capacity management while sharing best practices
- Work closely with investigators and team leads to identify any contact drivers
- At least 12 months experience working within a contact center environment
- Strong numerical & analytical skills
- Strong technical skills: intermediate to advance knowledge of Microsoft Excel, Outlook, Word, Powerpoint
- Strong understanding of Contact center dynamics and technology
- Demonstrate effective Time Management skills
- Ability to work pro-actively
13
Real Time Analyst Leader Resume Examples & Samples
- Responsible for the daily management and performance of a team of Real Time Analysts and Schedulers
- Collaborate with all levels of leadership within the contact centers on monitoring and reporting needs and observations to share information and maximize performance
- Coordinate Business Continuity efforts during real-time performance impacts
- Supervisory responsibilities include interviewing and hiring, scheduling and allocating resources, performance and bonus reviews, associate development through coaching and mentoring, and statistical measurement and analysis
- Responsible for developing, implementing, maintaining and improving Team processes and systems that increase team efficiency and effectiveness
- Continually seeks opportunities to acquire and apply new knowledge and skills to improve the department
14
Workforce Management WFM Real Time Analyst Resume Examples & Samples
- Analyze intraday call forecasts and communicate to management team – provide commentary to assist supervisors and managers in meeting daily/weekly goals
- Knowledge of call center dynamics, including workforce management staffing methodology & strategies and execution
- Proficiency with WFM and Telephony tools (Verint Impact 360 and Cisco (CUIC) preferred)
- Strong analytical skills with high attention to detail and accuracy
15
Real Time Analyst Resume Examples & Samples
- Identify deviations from forecast and root cause
- Communicated to all relevant parties / intermediaries (Business Analysts, CCT First Line Support) and keep Senior Management informed of progress and impact
- Quantify impact in a meaningful way to aid in communication to partners
- Trend opportunity cost, operational cost and foregone revenue associated with technical outages; communicate to Senior Management and IT&S on a monthly basis
- Analyze and report on historical data
- Create short-term forecasts and explain deficiencies
- Post measure the impact of marketing campaigns, business cases, and product and process changes (productivity, cost, unintended consequences, etc)
- Analyze, report and recommend solutions to both Line and Senior Management on a regular basis
- Produce variance reports to inform Senior Management of key performance indicators
- Provide recommendations on how to maximize the use of Call Centre staffing to achieve National Sales and Service objectives, as requested
- Drive change and continuous improvement within the CCC resulting in capacity savings and cost reductions
- Participate in the development of feasibility studies that contribute to Contact Centre strategies and development plans
- This function requires an in-depth knowledge of Sales and Service groups
- The incumbent will be required to provide recommendations on how to move projects forward to implementation
- This often involves working in collaboration with various other stakeholders within the CCC and other business lines
- Co-ordinate and centralize the reporting output for each site
- This includes reporting by product, site, agent campaign, etc
- Identify opportunities, streamline and combine existing reporting
- Automate reporting when possible to reduce the need for additional Support staff
- Support new initiatives by providing reports and post-measurement to various stakeholders and business lines
- Strong understanding of Contact Centre Operations, support and technology
- Expert knowledge of Contact Centre Strategies and Avaya’s Call Management System (CMS)
- Expert knowledge of spreadsheets and Workforce Management systems / processes
- Strong communication skills to deal with various departments
- Strong analytical ability and problem solving skills
- Ability to make quick decisions on limited information, with limited support
- Ability to multi task, manage various environments simultaneously and prioritize multiple urgent issues on an ongoing basis
- Strong understanding of HR / payroll policies and labour laws pertaining to both Canada and Mexico
- Strong influencing, negotiation and persuasion skills when communicating decisions to Management
16
Real Time Analyst Resume Examples & Samples
- Send out hourly performance updates including interval and intraday SVLs, % to forecast, ASA, and callouts
- Monitor intraday performance of call volume and staffing levels across multiple skills to ensure ongoing service performance is maintained
- Monitor, record, and escalate real-time schedule adherence impacts including tardiness, absenteeism, and other schedule deviations
- Key daily exception requests and update schedules
17
Workforce Management Real Time Analyst Resume Examples & Samples
- Responsible for Real Time Adherence and Queue Management for Business Operations. Specifically, the primary responsibility of the individual is to monitor and manage site activities to support client/account service level agreements
- Adheres to prescribed formats in updating attendance, schedule swaps
- Manages required real time reporting requirement deliverables via service menus and ad-hoc requirements
- Acts as Point of Contact in processing and identifying schedule exceptions (e.g. trainings, coaching) including minimum length, approval, data entry responsibilities, and tracking
- Experience and working knowledge in using Avaya CMS application
- Knowledge in using Microsoft Excel
- Exhibits good number crunching skills
18
Real Time Analyst Resume Examples & Samples
- Ensure operational measures are met in accordance to the plan
- Maximising contact centre performance through optimisation of scheduled activities
- Takes ownership of own personal development in order to maintain and develop knowledge
- Real time management of resource activity
- Monitoring and addressing license usage
- Administer agent logins for telephony, email and chat platforms
- Communicate with operational managers amendments to the plan
- Drive operational performance through effective real time management
- Manage changes to resource levels and ensure they are successfully implemented across the contact centre
- Accurately calculate and interpret large volumes of data to understand the real time resourcing needs
- Liaise with operational management to ensure that changes to the plan are understood
- To communicate all performance impacts and achievements to operational management
- Feed back into the resource plans any issues seen on the day
- Minimum 3 year’s experience of working in an analytical or planning role within a contact centre environment
- Strong working knowledge of resource management and planning methodologies within a contact centre environment
- Sound understanding of system administration
- Knowledge and experience of using a WFM tool, preferably Aspect WFM
- Good understanding of Kana email routing
- Knowledge of Moxie would be advantageous
- Commercial and customer focus
- High level of interpersonal and influencing skills
- Ability to work under pressure and sense of urgency to work in a deadline driven environment
- Proactive and self-motivated work style with proven ability to manage multiple demands on time and changing priorities
- Self-driven and highly motivated
- Ability to identify improvement area, trends and make recommendations
- Excellent data analysis skills – with high level of attention to detail
- Highly numerate with real ability to manipulate numerical data
- Exemplary IT skills with an excellent knowledge of MS Office Excel and Access, data manipulation and query writing
- Strong team player, with a focus on continuous improvement
- English fluency—ability to read, write and speak English at a high proficiency level required – ideally ability to speak at least one other European language
19
Senior Real Time Analyst Resume Examples & Samples
- Conduct real-time monitoring of queues and skill sets, regardless of the location, and identifying intra-day trends. Maintain a special emphasis on looking for possible downtime and telephony issues
- Make adjustment to call and email allocations driven by the real-time trends and backlog management
- Handle agents' pending time-off requests, schedule swaps, trades, etc. and the daily exception management of Verint
- During low call volume allocate resources to alternative tasks
- Experience of working in large multi-skilled call center environments
- Flexible thinker who is able to quickly adapt to changes in arrival volumes and patterns
- Load balancing and blending of call center resource across product lines and call centers
- Proactive and able to work on own initiative
- Excellent MS office application knowledge including Excel & Access
- Detailed understanding of resource planning processes
- Excellent Communicator, both written and oral, with the ability to communicate clearly and persuasively at all levels
- Flexible in working hours to meet the needs of the business
- The ability to promote the introduction of new ideas by continuous improvement initiatives
- Self-motivated, enthusiastic, professional individual
- Flexible and open to change and new information; adapts behavior and work methods accordingly
20
Real Time Analyst Resume Examples & Samples
- Work with NOC, Operations, and Remote Centers to manage and resolve downtime and telephony issues
- Conduct real-time monitoring of agents through the Verint real-time adherence view to ensure schedule adherence and notify support personnel on the floor to resolve adherence issues
- Communicate with remote centers to input all callout data into Verint in a timely fashion to ensure intraday in Verint is kept up to date for analysts and management team
- Send out regular performance updates including interval and intraday SVLs, % to forecast, ASA, and callouts
- Use of WFM tools to produce call forecasting information
- Analytical and logical thinker with the ability to apply creative solutions to resource constraints
- Demonstrable commercial focus and business acumen in recommendations and decision making
- Excellent organizational skills, with the ability to collate and analyst data and deliver this to achieve maximum results
- Able to innovate and provide realistic solutions
21
Real Time Analyst Resume Examples & Samples
- Manage operational staff to ensure maximum productivity of staffing through real time monitoring and effective rescheduling
- Knowledge of operating model and understanding of business goals
- Compile both regular and ad hoc MI requests and analysis - focusing on accuracy of data and quality commentary on trends and behaviours and action taken throughout the day/week/month
- Handle time off requests, schedule swaps, trades and the daily exception management of WFM system in line with agrees process and practices
- Produce and monitor contact centre performance management inform
- Previous analytics experience
- Intermediate to advance level of Microsoft Excel
- Leadership skills, with a passion for taking ownership
22
Real Time Analyst Resume Examples & Samples
- PC proficient, intermediate to advanced in Microsoft Office (Excel, Access and word), Dynamic Decision Making Evaluating Creative and Innovative Ideas Ability to collaborate with others and influence key business partners Strong problem solving and analytical skills Strong team player Excellent interpersonal skills and ability to communicate at all levels. Language: English
- The incumbent should be tenured for a minimum of 12 months at Band 28 in the current role as on the date of application deadline
- The incumbent should not be on level 3 or above counseling at the time of applying. The incumbent should have a performance rating of G2L2 or better in the last review. Shift Timings – 24*7 environment
23
Real Time Analyst Resume Examples & Samples
- The Real Time Analyst manages and/or balances service levels for the call center across programs, internal locations, lines of business and products. The analyst manages the performance of the call center according to any contractual agreements and internal goals; the focus is to create positive experiences for customers while maintaining an efficient call center enterprise
- Monitors real-time call volume and schedule conformance to efficiently utilize staffing resources and to meet any necessary contractual obligations
- Coordinates and manages same day and/or short term off-line event scheduling for call center agents while maintaining acceptable performance of the call center
- Provides the WFM Scheduling team future exceptions for scheduling in IEX in order to consistently maintain appropriate staffing levels
- Monitors CMS and RTA to assist the management teams with acceptable agent adherence to schedules
- Analyzes trends such as call volume, AHT, and attendance to understand and plan for potential over staffing/under staffing conditions; adjust plans prior to and/or same day based on the ability of the call center to attain appropriate performance results
- Manages agent profiles within CMS to best utilize all staffing resources
- Monitors available reports to effectively manage the performance each call center business and/or product to acceptable results
- Participates in Help Desk calls to relay how issues are impacting the call center
- Assists in the development of all reports and/or processes that increase the ability of the call center to effectively and accurately plan acceptable performance results
- Effectively communicates call center performance and information by providing the business informational updates regarding the recent, current, and future state of the business
- Schedule daily, weekly, monthly meetings to communicate information to Work Force Leaders to set expectations and confirm business needs to allow the business to make sound decisions
- Provides the business with timely status updates on projects and initiatives
- Complete necessary reports, ad hoc reports as required
- Advanced knowledge in MS Office (2003) especially MS Excel and relevant WF tools such as IEX and CMS
- Knowledge in problem solving processes
- Above average reporting skills
- Ability to come up with sound and accurate decisions in any given circumstance
- Ability to exhibit professionalism
- Demonstrated ability to work with a team
- Demonstrated ability to communicate effectively and professionally with internal and external associates
- Ability to work independently with minimal supervision, meeting multiple deadlines in a high pressure environment
- Ability to work a flexible schedule (graveyard/shifting schedule)
24
Senior Real Time Analyst Resume Examples & Samples
- Partner with Supervisor on supporting the team on intraday duties
- Helps WFM Supervisor with scheduling of duties
- In charge WFM Supervisor support covering vacations,
- Monitor and manage call center workload allocation objectives by adjusting associate skill priorities within the center
- Monitor associate real time schedule adherence; provide authorization for all unplanned activities and coordinate approved activities with Management
- Offer down time during slow periods and offer extra hours during busy periods
- Oversees creation and maintenance of agent level schedules and reporting
- 1-3 years experience in call center workforce management environment
- 1-3 years experience with workforce management software (Verint 360 preferred)
- Proven ability to lead and motivate
- Display a high level of professionalism, integrity, and maturity
- Detail oriented with good organization and time management skills
- Strong interpersonal skills with the ability to work effectively with individuals at all levels
25
Real Time Analyst Resume Examples & Samples
- Monitor and manage phone, email, chat, and back office service level objectives by analyzing real time volume and associate behavior / performance in a high-volume call center
- Utilize intraday forecasting tools to assist with analyzing real time staffing requirements needed to meet Service Level and workload allocation objectives
- Update daily agents schedule with various exceptions
- Adjust agent's breaks, lunches, and schedules to help during peak periods of the day
- Works closely with management to ensure their reporting needs are satisfied
- 1+ years experience in call center workforce management environment
- 1+ years experience with workforce management software (Verint 360 preferred)
- Ability to design/generate and implement systems necessary to collect, maintain and analyze data
- Ability to prepare and present reports accurately and well within the time frame specified
- Ability to maintain composure in critical situations and communicate effectively, both written and verbal
- Cisco Knowledge (preferred)
26
Real Time Analyst Resume Examples & Samples
- Monitor and analyze real-time contact volume arrival patterns, intraday activities, and make adjustments, as needed, to ensure optimal productivity and efficiency
- Prepare and disseminate timely and accurate reports to CE management and other vertical leads as needed
- University background (S1) from any discipline
- One-year experience with Avaya or other ACD phone system required
- Strong analytical skills and ability to apply it real-time
- Proficiency in Microsoft Office Applications
- Excellent problem solving and decision making skills
- Keen observation skills
- Firm and strong personality
27
Real Time Analyst Resume Examples & Samples
- Monitor real-time queues and agents’ schedule adherence
- Regularly and consistently walk the floor, call out and flag offenders, track and report productivity issues
- Track and report real-time system issues and outages, apply basic troubleshooting procedures and make escalations as needed
- Make sure that trackers are properly set in place and maximized for their purpose to keep records of everyday activity
- Ensure correct skill profiling of agents and make real-time adjustments as requested or Optimize breaks and make other real-time schedule adjustments
- Analyze real-time queue and intraday trends and use them as basis for interval request approvals
- Send basic reports and provide basic analysis as needed
- Alert operations in cases of failed metrics following WFM trigger table
- Proactively monitor agent behaviors, efficiency, productivity and report deficiencies to CE team in real-time as needed
- Analytical skills and ability to firmly apply it real-time
28
Real-time Analyst Resume Examples & Samples
- Work directly with the vendors and CE team to take into account all possible variables that may affect staffing and productivity
- Monitor and analyze-real-time contact volume arrival patterns, intraday activities, and make adjustments, as needed, to ensure optimal productivity and efficiency
- Ensure achievement of service level, schedule adherence and other financially impacting goals
- Track and report real-time issues and outages
- Proactively monitor agent behaviors, efficiency, productivity and report deficiencies to CE team in real-time
- At leasttwo years of contact center experience, real-time analysis, and reporting
- Experience with eWFM, IEX, Blue Pumpkin, XCALLY, Zendesk is a plus
- Excellent oral and written communication skills and interpersonal skills
- Dependability regarding completion of tasks and reliability in attendance, coverage, endorsements and communications
29
Real-time Analyst Resume Examples & Samples
- Be able to work on shift (including night shift)
- At least two years of contact center experience, real-time analysis, and reporting
- One-year experience with Avaya or other ACD phone system is prefered
30
Workflow Real Time Analyst Resume Examples & Samples
- Call Centre or similar experience related to a solid understanding of production environment metrics (such as Forecasting, AHT, Shrinkage, and FTE’s).is a plus
- Candidates with superior analytical skills in any industry are encouraged to apply
- Planning and time management skills with the ability to deal with multiple demands on time and deal with ambiguity
- Experience with the Workforce Management tools is a plu
31
Real Time Analyst, Workforce Coordination Resume Examples & Samples
- Ability to successfully balance high workload demands, quality and performance on a consistent basis
- Ability to communicate and influence people at senior levels effectively and without conflict
- Gain trust, build relationships and influence GSN leadership teams to foster true partnership
- Understand and shape the key strategies of the business and translate these into day-to-day operational and production management activities
- Work with the business, marketing & project teams to ensure relevant information is obtained for new products and projects that impact call volume, CHT, Availability and staffing levels in order to put relevant plans in place
- Authorize changes to employee working schedules and annual leave booking in order to balance business needs and employee engagement
- Ability to work across geographic borders as part of a virtual team
32
Real Time Analyst Resume Examples & Samples
- Learns to use professional concepts
- Applies company policies and procedures to resolve routine issues
- Has basic knowledge of the business, tools and processes, as well as technical experience. Under close supervision, can apply those principles to adjust queues and educate front line and leaders to solve problems related to service level delivery and staffing
- Knows when to escalate and where to go for information
- Works on assignments that are routine in nature, requiring judgement with defined parameters
- Has limited role in decision-making relating to service level delivery
- Normally receives detailed instructions on all work
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Real-time Analyst Global Optimization & Call Management Resume Examples & Samples
- Leave Cap Formulation; provide advisory support on release of FTEs from the process
- Real time adherence, monitoring and communication
- Proactively identify improvement opportunities on things such as shift mix, hours of operation etc
- Manage outbound contacts on dialer, with minimal abort rate
- Good working interpersonal and negotiation skills and the ability to communicate at all levels
- Result oriented and decision making skills
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Real-time Analyst Resume Examples & Samples
- Manage, update and report real-time activities in the department
- Monitor Real Time Adherence (RTA) and communicate staffing discrepancies to Team Leaders
- Work with Short Term Forecasting Team for intraday reports and staffing
- Communicate systems, voice response and Telecommunication issues to the department
- In-bound call pattern analysis, trending and staff alignment
- Maintain strong relationships with the Team Leaders and Operations Managers to improve overall understanding and awareness of daily/weekly business impacts
- Relevant experience preferably in service industry
- Ability to demonstrate flexibility and resilience in the face of changing business requirement
- Strong Analytical skills (Mathematics and Statistics background preferred)
- Prior exposure to Capacity Management/ Dialer/ eWFM/ Real Time is preferred
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Real Time Analyst Resume Examples & Samples
- On the day contact for managing intraday staffing levels
- Balance resources across different media types to achieve desired service levels
- Attend weekly and daily staffing review meetings
- Monitoring real time adherence and flagging any areas of concern
- Monitor real time ACD agent work state reports
- Working with in house teams such as marketing to identify any activities or campaigns that may impact service levels
- Administration of intraday schedule changes
- Communicate identified intraday risks to management
- Real Time analysis and management of Correspondence, Inbound and Outbound service level impacts and take action to ensure agreed service levels are met
- Maximising call centre performance through effective optimization
- Negotiating and challenging adherence schedules with Managers
- Negotiating and challenging productivity at agent, team and department level
- Effectively co-ordinate Real Time scheduling of individual and team resource/activities to ensure all SLA’s are delivered within agreed time scales
- Manage Intraday Processes for your area including scheduling, new starters, changes and leavers
- Self -motivated and must excel in a minimally managed and high profile position
- Knowledge of contact centre fundamentals
- Good understanding of Resource Planning Methodologies
- Experience of working within a contact centre environment
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Real Time Analyst Resume Examples & Samples
- Identify, Monitor and report the components used to track daily performance
- Manage in a timely fashion the daily exceptions in terms of rosters to ensure efficient staffing
- Monitors the over time (OT) solicitation with a minimum variance between required and actual
- Prepares and maintains daily, weekly and monthly reports on shrinkages , OT and Adherence
- Adhere and implement the compliance to the processes for identification of schedule exceptions including minimum length, approval process, submission to WFM team, data entry responsibilities, and tracking
- Follow the protocols of communications strategies when amendments are required
- Put into action the strategies for both overstaffing and understaffing
- Managing and optimizing off-phone time
- Prepare the root cause analysis when service goals are missed
- In time of crisis management act as single point of contact for incident management – check call drivers, co-ordinate with different support teams and establish conference bridge and update stake holders and customers timely and effectively
- Send SMS notification on all planned and unplanned outages / ON Diversion
- BPL Coverage during game times
- Require 24*7 Support (365 days) – with rotating shift schedule
- Knowledge on WFM tools such as I360, CMS and IVR etc will be an added advantage
- 2 year work Experience in Call center function Effective leader who drives challenges with passion
- Proficient with MS Excel, PowerPoint, MS Word etc, AVAYA CMS and Workforce Management tool, ITIL and Incident Management skills
- Good team player with excellent people management and inter-personnel skills
- Self-driven individual with a positive attitude
- Strong communication skills, ability to work with minimum supervision
- Willing to work under pressure and able to communicate and manage both lateral and higher level
- Willing to work rotating shift including Sat/ Sun/ PH depending on operational needs
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Real-time Analyst Resume Examples & Samples
- Work with the whole of CC Planning to ensure we are continually improving and refining our planning process
- Coordinate appropriate staffing allocation and availability of contact centre staff in order to achieve service level objectives
- Ensure that all contacts are captured and directed to the correct teams and individuals to support quick, easy and positive resolution for our customers
- Manage daily exception requests, update schedules and respond to escalated issues and ad-hoc requests
- Escalate and co-ordinate technology impacting incidents, working with Operational Stakeholders to roll out business continuity plans to ensure that customer impact is minimal
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Workforce Real-time Analyst Resume Examples & Samples
- Live Our Values: People, Quality, Service, Innovation
- Monitor CMS and schedule adherence to support the Care Center management team
- Working knowledge of key drivers and the ability to analyze trends associated with each: Call Volume, Service Level, ASA, Occupancy, Adherence and Absenteeism to drive business objectives
- Provide timely status updates on projects and initiatives
- Completes post-mortem analysis to highlight areas of opportunities and planning adjustments
- Support to enterprise in a Scheduling and/or Real-time capacity as needed
- Support the business in achieving key business targets (service levels)
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Real Time Analyst Resume Examples & Samples
- Solid computer skills required
- Solid understanding of call centers
- Workforce management tools (Blue Pumpkin, TCS and/or IEX preferred)
- Proficiency using Microsoft Word and Excel
- Ability to collect and assess data as well as work with minimal supervision, make indepedent decisions and solve problems
- Clerical and mathematical experience
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Real Time Analyst Resume Examples & Samples
- Ensures optimal staffing levels within the project
- Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data
- Completes root-cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness
- Keys daily exceptions requests, updates schedules and responds to escalated issues and ad-hoc requests
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Real Time Analyst Resume Examples & Samples
- Monitors in real-time agent schedule adherence and phone activity, ensuring agents are available to take calls
- Monitors real-time actual vs forecasted call volume variations and makes the appropriate staffing adjustments to ensure call center service level targets are met
- Processes all time keeping and schedule change adjustments. Optimizing and reviewing the weekly and daily department Intra Day Performance (IDP) and coverage to meet call demand and agent availability
- Reviews weekly and daily staffing requirements and makes recommendations for overtime (OT), off phone projects, etc., as needed
- Processes requests for new users to be added and removed from the WFM system
- Handles real time queries from business partners regarding the queues and makes corresponding changes as needed
- Makes recommendations to the Leadership team on real time staffing requirements and deployment of resources
- Assists the Call Center Support Services in other duties as required
- Experience (must meet one of the following to be qualified)
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Real Time Analyst Resume Examples & Samples
- Reviews and verifies intra-day performance reports as appropriate and projects adjustments for unanticipated volume shifts, staffing adherence, etc. Basing analysis on available information identifies opportunities for same day staff adjustments and the need to solicit extra hours and/or voluntary time-off
- Anticipates contact volume, training sessions, team and project work, vacations, personal leave and other information to determine adequate coverage and consistent levels of customer support. Uses results of analysis to forecast call arrival and build staffing and scheduling plans to meet business unit goals and objectives
- Analyzes data, including but not limited to customer support performance as well as internal and external customer feedback to identify trends and/or patterns. Makes recommendations as appropriate to reduce volume and improve the level of service or other capacity plans within the customer support center. Monitors and tracks the results of recommendations as appropriate
- Provides regular operational, financial and statistical reports, some in an Excel format, to the management team. Makes recommendations regarding opportunities for improvement where appropriate
- Addresses telephone and telecommunication issues for the customer care organization. This includes but is not limited to coordinating with other departments when outages occur and calls must be redirected. Maintains issue tracking log and reports on Service Level impacts as necessary
- Maintains an awareness of the call center activities, processes, and procedures as well as call center best practices. This may involve attending advanced training sessions or meetings in which information is imparted and discussed. This may also require participation with and maintenance of memberships with professional work groups; attending trainings, seminars, and other business-related conferences; and interfacing with peers
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Workforce Management Real Time Analyst Resume Examples & Samples
- Proficient wit`h time management
- A thorough knowledge of computer software. Proficient in Microsoft Office, as well as other related applications
- Two years of solid call center experience or one year of workforce management experience required. (External Requirement)
- 2+ experience working with one or more workforce management systems such as EWFM, IEX strongly desired. (External Requirement)
- Previous experience with ACD reporting desired
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Real Time Analyst Resume Examples & Samples
- Typically No Relevant Experience Required
- Previous work experience in call center, specifically in a role that was responsible for forecasting call volume and staffing requirements
- Technical - Excel, Access, IEX Workforce Management System , Avaya Call Management System, Hyperion Budgeting Software
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Real-time Analyst Resume Examples & Samples
- Strong customer focus and willingness to promote service excellence within the team
- Excellent written and verbal communication skills with the ability to communicate well with staff at all levels
- Good time management and organisational skills
- Constructive approach to giving feedback and ideas to improve the customer experience
- Business analysis – ability to communicate clearly the dependencies on other systems and the implications of any proposed change on the way that people work within the operation (business processes)
- Ensures recommendations and decisions are based on factual information (not opinion)
- Effective time management and workload prioritization
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Workforce Real Time Analyst Resume Examples & Samples
- Monitor, record, and escalate real-time schedule adherence impacts; including tardiness, absenteeism, and other schedule deviations
- Maintain and track accurate records of PTO accruals, attendance, and time off usage via Workforce Management system
- Strong command on Excel and other MS Office programs
- Ability to meet tight deadlines and prioritize workload
- Excellent speaking-listening-writing skills, attention to details, proactive self-starter and highly motivated team player
- Positive and enthusiastic work ethic
- Bachelor's Degree in a business or quantitative field (engineering, economics, mathematics, business administration) preferred
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Real Time Analyst Resume Examples & Samples
- Implement and train on processes for effective management of staff according to standard Global Command Center policies, practices and guidelines
- Proactive planning and strategy developing
- O Shrinkage review and updates to reporting
- Minimum of 6 months as workforce or reporting analyst
- Ability to interface with multiple levels of our vendor’s workforce and management teams
- Ability to develop strategies and provide direction to the operations team regarding intraday staffing adjustments
- Confidence and ability to explain contact center planning concepts in comprehensible terms to operations team and other departments
- Skilled in complex problem solving, judgment, critical thinking and decision making
- Understanding of a call center environment and the often-conflicting goals of business, employees and customer satisfaction
- Tactful, mature, flexible and people-oriented
- Ability to work in a multicultural team environment
- Capable of working under stressful situations
- Ability to effectively communicate verbally and in writing
- High degree of reliability and accountability
- Knowledge of workforce staffing strategies and methodologies preferred
- Knowledge of call center dynamics
- Working knowledge of Workforce Planning software (IEX/Verint)
- Must be flexible, able and willing to work different shifts as needed
- Certification in workforce planning is a plus
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Real Time Analyst Resume Examples & Samples
- Monitor the call flow in real time, ensuring all calls are handled in timely manner meeting and exceeding our SLA
- Manage interval, daily, weekly and monthly plan objectives
- Monitors in real time numerous real time metrics such as Staffing, PSIH, AHT, ACW, ACD, etc
- Keeps operations and management informed in real time of service risks or issues
- Act as central communications point for any technology or facility issues affecting call center and support operations
- Ensure that the operation is working efficiently
- Coordinates off the phones activities and special projects with other departments
- Manage communication with the local command center regarding client requests, scheduling, training planning, etc
- Maintain the proper staffing level for the site based on requirements
- Make sure communication flows from the Global Command Center to the appropriate parties
- Timely and accurate delivery of hourly reporting
- Review the call center statics and provide firm decisions to take steps forward
- Implementation, training, and adoption of processes for effective relationship management for all levels of staff according to standard Global Command Center policies, practices and guidelines
- Accurate gathering of statics for purposes of identifying trends
- Update Impact 360 with the necessary and approved exception codes
- Manage call-in line
- Approve discretionary activities to increase occupancy
- Communicate identified intraday risks to management and other intraday analyst
- Perform other duties and assignments as directed
- Working knowledge of call center operations
- Intermediate to expert level knowledge of Microsoft Excel
- Basic knowledge of Microsoft Word and PowerPoint
- Basic knowledge of management processes, concepts and principles (i.e. staffing projections, scheduling, service level analysis, metrics monitoring)
- Basic call center-specific software and applications knowledge of CMS and Impact 360
- Basic knowledge of business planning, corporate Planning, and scheduling
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Real Time Analyst Resume Examples & Samples
- Support change and impact of organisational initiatives smoothly
- Deliver Shrinkage to ensure wait times are minimised and consultant investment is maximised
- Proactively manage all resource at your disposal to achieve the optimum level of call handling performance for live week
- Manage all incidents that impact Operations, ensuring effective risk free resolution
- Identify, own and manage the risks involved in running our business appropriate to role, in line with the DLG insurance risk framework
- Contribute to a culture of continuous improvement, striving to achieve a ‘best’ in class Resource & Planning function
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Real Time Analyst Resume Examples & Samples
- Develop operational staffing strategies for short-term business planning through the use of WFM staffing principles and methodologies
- Act as the principle communication link between operational planning teams and the frontline business management team
- Perform analysis of operational resources pre & post hoc and report to leadership staff
- Knowledge of call center dynamics, including workforce staffing methodology & strategies
- Working knowledge of Workforce Planning software (i.e. NICE, Verint, etc) preferred
- Working knowledge of Lucent CMS, Cisco IPCC or other telephony platform preferred
- Must be flexible, able and willing to work different shifts if needed
- Certified in Workforce Planning a plus
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Real Time Analyst Resume Examples & Samples
- Maximising consultant resource and availability to match the current call profile
- Reviewing real time activity to reduce abandoned calls on an hourly and daily basis
- Real time management of call routing to ensure customer queue times are kept to a minimum
- Trend analysis of the call routing and abandoned calls, making recommendations to the Operation to maximise service levels
- Liaising with key stakeholders within the operation
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Workforce Real Time Analyst Resume Examples & Samples
- Work closely with management and other site personnel to achieve high level goals and promote a focus, goal driven environment
- Assist Work Force management with call flow analysis and suggestions
- Observe and monitor inbound and outbound call volume and create a strategic plan to improve and maintain KPI attainment
- Ensure consistency of service level delivery through a team focused approach to call center management
- Monitor, control and coordinate all off-line activity to attain off-line objectives while maintaining productivity and service level goals
- Identify and analyze data trends as they develop and communicate recommendations effectively to management in order to maintain KPI’s
- Monitor CMS and RTA for agents in extended call states
- Serve as a focal point for system issues, including opening tickets, and notifying call center management of current status
- Receive incoming calls from agents regarding absenteeism, then entering all relevant exceptions into the scheduling software
- Determine when and if overtime is needed to achieve KPI goals
- Determine when and if VTO is needed to maintain productivity goals
- Work closely with the Operations team call floor regarding agent out of schedule adherence
- Utilize radio and email to communicate as appropriate
- Perform daily skill audits to ensure that all call enter agents are accurately skilled
- Document all appropriate Work Force work flow processes
- Work with the Operations team to assure agents are seated in appropriate areas and that there are enough seats during peak intervals
- Strong and effective verbal and written communications skills
- Ability to deal with varied personalities
- Ability to maintain a professional demeanor at all times, and act as a role model
- Excel under pressure and with tight deadlines
- Able to work multiple tasks simultaneously
- Able to prioritize
- Able to utilize MS Office software at an intermediate to advanced level, especially MS-Excel
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Real Time Analyst WFM Resume Examples & Samples
- Forecasts daily, weekly, monthly and future required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data (this accounts for 50% to 60% of total work time)
- Provides standardized reports for management review such as: daily/weekly/monthly call volume forecasting and staffing required, ACD data for call flow and staffing, daily/monthly attendance/absenteeism, etc
- Distributes call volumes between departments and utilizes cross-trained associates
- Records the daily absentee information and reviews for staffing adjustments to make service level
- Ensure that all reports originating from the department are accurate and reliable
- Prepares and analyzes monthly reports
- Assists during new account sales process by producing staffing projections, assisting with call center education and tours
- Must be able to change productively and to handle other tasks as assigned
- Assumes and performs other duties and responsibilities not specifically outlined herein, as requested.Transferable Skills
- Capability of problem solving Qualifications
- Some college desired with mathematical or statistical course work
- Strong knowledge in Automatic Call Distribution (ACD) technology and experience with forecasting / scheduling software
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Real Time Analyst Resume Examples & Samples
- Monitor intraday service levels, productivity and schedule adherence, and then alert management of production risks. Recognize abnormal call variances, research and report findings to the Workforce Management Team and Operations Leadership
- Managing and meet 30 minute interval requirements and communicating changes or shortfalls to requirements to Operations and Workforce Management Team
- Identify intervals where there is consistent overstaffing or understaffing and report inefficiencies to the Workforce Management Team and Operations Leadership
- Electronically broadcast service level statistical queue and staffing performances to management, explain events that resulted in outcomes, and expound on actions taken to address queue and agent activities
- Process agents daily schedule exceptions in the scheduling application to reconcile scheduled net staffing and agent adherence variances. Reconcile daily scheduling errors and adherence conflicts in the Scheduling and Adherence systems
- Process production resources paid time off (PTO) requests based on established criteria
- Generate attendance reports and assist in the preparation of the next day’s staffing reports
- Schedule ad hoc training and team meeting requests -including adjusting agents’ breaks and lunches so that break times do not conflict with other scheduled events or jeopardize service levels
- Keep Workforce Management systems and databases in synchronization so that when changes are made in one application, there are corresponding changes in supporting applications
- Enter and adjust schedules in the scheduling application, create and edit employee records, schedule meetings and training, process staffing transfers and terminations in related databases
- Recognize system outages and other business impacting down-time events, proactively gather data for escalation and invoke mitigation strategies to maintain service levels under downtime circumstances
- Perform as an essential personnel team member actively participating in business continuity situations; such inclement weather, emergency evacuations supporting employees’ well-being and business operational effective under extenuating circumstances
- WFM Contact Center Intraday Queue Management, logistics or planning and scheduling experience
- Experience using Contact Center software; such as, Cisco Supervisor Desktop, Avaya CMS, IEX TotalView, Impact 360, Aspect e-Workforce Management, Pipkins or other production monitoring and planning software
- Knowledge of ACD/IVR and call flow logic
- Solid understanding of Contact Center metrics; such as, % Forecasts, SLA, ASA, AHT, AWT and Occupancy
- Proficient using Microsoft Office applications with advanced knowledge of Excel (or other spreadsheets software) and skilled using database applications. Must also be able to create spreadsheet reports
- Effective interpersonal and communications skills (both written and verbal) to support cross-functional initiatives
- Good time management skills, including using sound judgment adjusting workload priorities
- Ability to work in a virtual network; this includes interpersonal negotiations with remote personnel, in addition to navigating within web based tools such as Agent WebStation and SharePoint sites
- Detail oriented problem identification, escalation, resolution skills, and the ability to work effectively under pressure
- Strong mathematical skills, with the ability to think analytically to identify qualitative or quantitative trends and take appropriate actions
- Self initiate learning of new trends, technologies and processes related to Contact Center and Workforce Management best practices and share what you know
- No schedule restrictions; schedule flexibility required
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Senior Real Time Analyst Resume Examples & Samples
- 12 months or more workforce management experience in a Contact Center Operations environment
- Strong PC skills, including advanced knowledge of Microsoft Excel, Access, PowerPoint, and Word
- Ability to work flexible hours based on business needs
- Work with the business, marketing & project teams to ensure relevant information is obtained for new products and projects that impact call volume, Handling Time, Availability and staffing levels in order to put relevant plans in place
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Real Time Analyst Resume Examples & Samples
- Interface with Analysts, Team leaders, and other members of management
- Record and Maintain a count of productive FTEs
- Capacity Management for sub-processes
- Raise awareness to RTA issues that are impacting service level and aging objectives
- Analyze and define at regular intervals, best time to contact Card members to improve total Contacts in the process
- Feedback, huddle timings, training schedules and other off-the-phone activities
- Tenure must be at least 12 months in current role
