Real Time Analyst

The Real Time Analyst Trainee oversees the programs and its LOBs as well as the service levels for the call

center, internal locations, and all businesses and products. The RTA trainee analyst oversees the performance

of the account being supported according to its contractual agreements and internal goals. The focus is to

create positive experiences for customers while maintaining an efficient call center enterprise.

Responsibilities

Analyzing Data:

Ability to recognize and analyze trends such as call volume, AHT, and attendance to understand and plan for

potential over staffing/under staffing conditions.

Interpret call volume in relation to staffing to effectively utilize staffing resources and to meet any necessary

contractual obligations.

Problem Solving

Ability to solve basic calculations that are aligned with the program metrics/goals

Identify root cause for any challenges/issues keeping the program from meeting KPIs, goals and targets

Able to analyze and quantify data and determine valuable insight and behaviors that would in return aid

operations in decision making to support the performance of the program

Communication Skills

Ability to coordinate and manage intraday performance with operations and promote call-to-action.

Effectively communicate critical instructions from WFM leadership team on how to properly manage account

performance.

Effectively communicates call center performance and information by providing the business updates

regarding the recent, current, and future state of the business.

Time Management

Ability to manage multiple tasks to include - queue monitoring, coordination () and skilling ().

Strength in managing daily tasks and prioritizing project deliverables as necessary

Flexible on work schedules including holidays, nights shift etc.

Decision Making

Understanding of general WFM principles in terms of managing cost vs. revenue – e.g correlation of volume

vs. workforce.

Ability to make sound recommendations that are compliant with the existing processes to ensure goals/KPIs

are met across all programs

Team Player

Ability to positively react on sudden changes on business direction/focus and execute the needed task in a

real-time manner.

Able to effectively communicate details and instructions to the team – verbal & written

Qualifications

Strong Analytical Skills required to critically assess situations and make decisions in real time

Excellent problem solving and decision-making skills

Ability to operate effectively in a team

Excellent oral and written communication skills and interpersonal skill

Effective and efficient Time Management Skills