Analyst, Real Time Management

Role and Key Responsibilities:

• Monitor agent queues intra-day real-time and generate performance reports to identify performance trends and provide feedback to WFM team and VMs in real-time.

• Partner with WFM on historical performance of SLA, utilization, AHT, and other WFM related metrics and provide insights on how to improve scores.

• Collect and analyze data at regular intervals for reporting, as well as track and update any organization changes both on the client and vendor side across all supported teams and department.

• Oversee and assist in managing real time allocations of resources, prioritizing certain channels as necessary, and escalating requests for staffing changes when appropriate.

• Communicate trends, synopsis, insights and plan of actions for performance activities multiple times per day.

• Produce ad-hoc, daily, bi-weekly and monthly internal trend reports on a variety of topics including but not limited to Contact Volume, Average Handle Time, and production hour delivery, SLA performance, Unplanned/Planned Shrinkage hours, etc.

• Standardize data collection mechanism and automate reports where possible to remove inefficiencies.

• Monitor agents' adherence to schedule and prepare team roster in advance to ensure operational efficiency.

Key skills & knowledge:

• 2+years years of relevant WFM user experience across all disciplines, with expertise in planning and allocating resources. 1+ years’ experience in Workforce Management tools preferably on Verint.

• Strong Communicator and decision maker

• Expertise in creating Visio Charts/Lucid Charts.

• Basic understanding of the financial impact of all decisions made within the Command Center (i.e., system downtime; overtime; home early; utilization; percent answered, etc.).

• Knowledge of ACD and Call Center Workforce applications - preferred.

• Monitor agent queues intra-day real-time and generate performance reports to identify performance trends and provide feedback to WFM team in real-time.

• Have a real time communication with the WFM team and operations when call outs or changes need to be done (Agent States, queue conditions, weather)

• Build and maintain strong relationships with key stakeholders from all sites to ensure shared objectives are met.

• Standardizes data collection mechanism and automate reports where possible to remove inefficiencies.

• For supervisory role Manage a team of Real Time Analysts. Main responsibility of coaching, reporting, executing action plans, maintain utilization and day to day operational management.

• Design/Modify/Implement processes to increase RTA effectiveness.
  

Educational Qualification: Graduation

Disclaimer: -

'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.'