Real Time Analyst

  • Customer and Product
  • Sliema, Malte

Real Time Analyst

Description de l'offre d'emploi

Role Purpose

The Real Time Analyst is responsible for scheduling and performance. They create fair schedules that are adapted to the expected workload. They prepare forecasts and generate daily reforecast. They will also check and monitor all our SLA's as well as understanding and managing the rise and fall of our queue SLA's. They will work closely with IT and CS Management to ensure that systems are up and working so that advisors have the necessary systems access and permissions to do what they are being asked. The Real Team Analyst contributes to the smooth running of the contact center.

Key responsibilities

  • Creates fair and optimized schedules that are adapted to the forecasted workload
  • Ensure that the scheduling function is providing optimal forecasting, scheduling and identifying new methods, strategies and opportunities
  • Coordinates appropriate staffing allocation and availability of customer service staff in order to achieve service level objectives
  • Monitors site and tools to ensure optimal staffing levels
  • Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting contact volumes and required staffing levels using current trends and historical data
  • Takes appropriate actions to maximize global efficiency of the contact center
  • Runs and analyses regular or ad-hoc reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals
  • Facilitates real-time discussions with necessary stakeholders
  • Keys daily exceptions requests, updates schedules and responds to escalated issues and ad-hoc requests
  • Ensures that all reports originating from the department are accurate and reliable
  • Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position, as required by Head of Workforce Planning or Senior Management.

    Exigences de l'offre d'emploi

    Experience, skills and Competencies required

    • Proficiency in MS Excel and good knowledge of MS Access
    • Strong analytical skills to formulate recommendations for optimum performance
    • Ability to priorities workload and work under pressure to achieve deadlines
    • Strong written and verbal communication skills
    • Work well within a Team
    • Flexibility, professionalism, drive and willingness to learn
    • Previous experience within a contact centre environment
    • Good attention to detail and takes responsibility for the accuracy of their work
    • Fluent spoken and written English