Senior Real Time Analyst

Education:

• Any bachelor’s degree or higher.

Experience:

• 1 – 2 years experience in scheduling using WFM tools Such as Aspect, IEX, Genesys.

Mandatory Skills:

• Knowledge in WFM systems applicable for the account. Eg. Avaya CMS, NICE IEX, Cisco, Aspect eWFM, Verint is an advantage
• Knowledge in CRM tools like Avaya, In-contact and should be well versed with individual/Bulk skilling
• Excellent communication skills with ability to interact with external & internal stakeholders
• Experienced in MS Office tools, especially Excel and PowerPoint, Knowledge in Macros is an added advantage.
• Must be highly self-motivated multi-task-oriented team member with ability to self-manage tasks to completion within structured timeliness and strong technical documentation skills
• Must be a team player within the ability to communicate & interact with external & internal stakeholders
• Problem solving, analytical & logical skills is critical and must have excellent English communication skills.

Roles & responsibilities:

• Manages daily operation by assessing operational drivers (Staffing, Volume, AHT) and outcomes (SLA, ASA and ABAN%) and adjusts intraday schedule to meet service goals
• Monitors intraday, makes decisions, provides sound judgement, and consults with operation team for recommendations to improve real time performance includes calling for OT/Time off Role is offsite RTA monitoring
• Produce Real time reports - Hourly/ Daily/ Weekly, Exception management
• Preparing Dashboards in the CRM tools and should be well versed with skilling/Bulk skilling
• Produce daily, biweekly, and monthly reports to ensure adherence to planned activities
• Manage all offline activities, idle time / Report outage, Incident tracking, escalations & produce daily, biweekly, and monthly reports to ensure adherence to planned activities
• Assist with creating if metrics and targets to meet the SLA goals and highlight performance gaps on planned activities and goals.
• Performs analysis of data to surface trends and insights using analytical methods
• Drives changes on the need of the business, acts as a resource and POC during contingency events including weather events, system outages, etc
• Initiates, develops and implements improvements to workflows and processes and participate on special projects .
• Assist with projects and other duties as requested or assigned.