Real time analyst

We are a leading Business Process Management (BPM) company, providing customer-centric business process services. Our network of delivery centers are spread across India, the Philippines, Sri Lanka, the UK and the US.

**Position Purpose:** * The Real-Time Analyst’s primary purpose is to ensure regulation between production resources and workloads (both phone and non-phone work) are efficiently managed to meet established service level goals at the interval level. This is done by analyzing real-time call volumes (and non-phone work), and agent activities using Contact Center Workforce Management systems and then make necessary skill and resource allocation changes to get calls and other workloads handled on time. The RTA will effectively use a combination of workforce scheduling software and real-time queue management software to achieve service level goals. **Key Accountabilities/ Responsibilities:** * Monitor real-time call volume-to-phone staffing using queue management systems and agent schedule adherence applications. Take proactive measures to meet call volume and other workload demands by adding, removing or reprioritizing skill levels in coordination with appropriate business partners. * 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. * Perform other duties as required. *

**Desired Knowledge, Skills and Experience:** * 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. **Education and/or Training:** * Required: High school diploma or GED * Preferred: Associate degree or higher education * Preferred: Six Sigma Certification * Preferred: Member of Society of Workforce Planning Professionals (SWPP) or other WFM User Group association