Real Time Analyst

Posted February 02, 2019
Apply: The Results Companies


Headquartered in Fort Lauderdale, FL, The Results Companies is a privately held company which is majority owned by One Equity Partners, a Private Equity Firm, and Results' management. Results operates 26 contact centers throughout the United States, Latin America, and the Philippines. Results' Network Operating Center is co-located in the Atlanta Telx building, with full redundancy in our Provo, UT contact center location. For over 26 years we have served as a premier global customer experience provider for many Fortune 500 companies and uniquely designed, built and operated award-winning contact centers that have set the standard for innovative customer-focused contact solutions. Entrusted with over 46,000,000 relationships a year, our success and proven ability to respond to our Partner's growth has enabled us to expand our global footprint. With over 20,000 employees across the globe, The Results Companies' expertise extends beyond call centers. We're experts in representatives, analytical technologies, brand fulfillment and creating strategic advantages for our Partners.

Description of Service Lines: Results' current client portfolio consists of 82 Partners across various industries inclusive of the following:

• Healthcare
• Insurance
• Wireless Telecommunications
• Financial Services
• Energy
• Education
• Subscriber Based Entertainment
• Tax Services
• Retail
• Cable/MSO

Vision Statement

Our vision is to be the premier global Customer Experience Provider for Fortune 500 companies; to become the benchmark for brand advocacy and service excellence and the transparent provider of choice for customers around the world.

Driven by our "expect greater" commitment to our customers and communities, we aspire to exceed expectations through the brilliance and unyielding passion of our people.

The Company is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status or any other protected factors under federal, state or local law.

Position Overview

The Real Time Analyst is responsible for monitoring statistics, Staffing Adherence, List Penetration and Client Key Performance Indicators. The RTA must take actions to ensure the enterprise achieves its clients and internal bill to pay goals.

Duties and Responsibilities
  • Manage multiple call queues in real time
  • Watching staffing levels at each site to ensure planned coverage is met on the interval level
  • Managing numerous real-time metrics such as: Service Level, Average Speed of Answer, Schedule Adherence, Occupancy, Average Handle Time, and After Call Work against a matrix of defined thresholds
  • Outage and Crisis Management (Facilitating communications between IT teams and site management.)
  • Managing Interval, daily, weekly and monthly plan objectives
  • Key Performance Indicators - (KPI) reporting to Client and Results management teams
  • Development and Implementation of KPI Action Plans to drive performance goals
  • Working closely with the Global Resource planners (forecasting and scheduling) to ensure optimal staffing coverage on daily and weekly basis
  • Real-Time skilling adjustments
  • Main contact point between Results and our Client Partners
  • Providing Real-Time leadership to Local Resource Planners (LRPs) assisting the enterprise in managing the intraday staffing requirements
  • Other duties as assigned


Qualifications
  • Must have an analytical mind set
  • Must have excellent attendance
  • Must have excellent written and verbal communications skills
  • Must be detailed oriented
  • Must be a team player
  • Must possess exceptional problem solving skills
  • Must be proficient in Microsoft Office applications such as Excel, Outlook, Word and Powerpoint &
  • One Note knowledge is a plus


The Results Companies is an Equal Opportunity Employer M/F/Vets/Disability

Diversity Pipelines