Real Time Analyst

Summary

Work in the Client Service Center to analyze and administer real time operational performance, using workforce management systems to ensure productivity and meet service level goals across phone chat and email channels. Monitor incoming and outbound volume and contribute to head count management while working flexible hours including nights and weekends.

Responsibilities

• Monitor real time call chat and email volume to ensure service level targets are met
• Use workforce management systems to adjust staffing and schedules
• Analyze operational performance and report on key metrics
• Administer Automatic Call Distribution technology and related tools
• Forecast and schedule staffing using forecasting software
• Maintain and update schedules to optimize productivity
• Work autonomously and collaborate with team to implement staffing changes

Requirements

• Experience with ACD technology
• Experience with forecasting and scheduling software such as Calabrio and Genesys preferred
• Proficiency with spreadsheets and intermediate formulas
• Experience with database software and workforce management scheduling tools
• Ability to work flexible hours including nights and weekends
• Strong analytical and problem solving skills