The Results Companies 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
If you are looking to use your analytical skills to support operations to achieve their goals and maximize efficiency our Real Time Analyst role is right for you. As an Analyst in our Workforce management team, you will analyze historical data including past and current weeks performance while also identifying risks to create optimal scheduling Plans. Additionally, you will provide assistance by trouble shooting and communicating with management and clients.
In this role you will:
- Analyze historical staffing reports daily
- Create staff schedules based on operational needs and forecasting
- Resolve problems and escalate client requests
- Maintain agent information in systems
- Serve as the main point of contact for Client data requests
- Facilitate communications between IT teams and site management during crisis and outages
We are looking for someone who:
- Has some knowledge of inbound contact center environment
- Understands trend analysis and has an analytical mindset
- Listens well and can probe, negotiate and problem solve effectively
- Interfaces well with staff, managements, and client partners
- Possesses exceptional verbal and written communication skills
- Can multi-task in a professional manner
- Is a team player and can focus on cross training and share responsibilities
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