Real Time Analyst - WFM - US Hours - BPO - JHB

As a Real-Time Analyst, you will work closely with Operations, monitor the incoming volume in the queues, report on daily attendance, notify any deviations in real-time and ensure the compliance of the service levels goals to deliver consistent performance.

Responsibilities

• Monitor the key performance indicators (KPIs) and provide alerts when any metric is out of the target.
• Take actions before events that affect the indicators (change the routing profile or skill, re-assign the task to the resources, re-scheduling lunchtimes or break times, pre-shift, coaching sessions, etc.)
• Notify the supervisors of agents outside of their schedule (absenteeism, tardiness, lunch and break out of time, or excess of lunches or breaks).
• Provide alerts for atypical call volume (volume increase or decrease).
• Follow up on the status of the agents and maintain control of the AHT.
• Ensure that the work tools are working correctly, both management and operational.
• Make constant tests of the Interactive Voice Response (IVR), or Softphone are working properly.
• Escalate and document incidents of tools or events that impact the indicators.

Reports

• Build, modify, update, analyze and interpret the content of reports.
• Daily update of operational management reports (attendance, performance, executive reports, among others).
• Daily update of the WFM reports (accuracy in the intraday forecast, incident report, among others).
• Evaluate and detect deviations and propose continuous improvements.
• Perform graphical analysis of correlations, variables, Pareto, among others.

Forecasts, Schedules, and Service Level

• Review the call inflow pattern and the required resource to comply with the demand, analyze trends and come up with suggestions or recommendations such as schedule movement or others.
• Maintain the confidentiality of the information handled by our enterprise, the client, and the end-user, meaning that the information must not be used for purposes other than those authorized by the company.