Real Time Analyst (Workforce Management)

Qualifications:

• Minimum 1 year of RTA/Workforce Analyst experience
• Minimum 2 years completion in college of any course
• Good Communication and Analytical skills
• Has good understanding of People Management
• Ability to create reports in Excel and forecast results
• Ability to multi-task, focus and complete reports for extended periods of time
• Attention to detail and high level of accuracy
• MS Excel, Word and Powerpoint proficient

Responsibilities:

• Manage the call volume, real time monitoring of intraday, and program break schedules.
• Assist operations to maintain service level and create valuable report to do forecasting
• Generate ideas for process and service improvement planning.
• Use trends and reports to forecast requirements on a timely manner
• Responsible to call out members not adhering to time schedule
• Send out alert to operations regarding adherence performance and productivity on a daily, weekly and monthly basis
• Monitor, report and consolidate for documentation of any system downtime
• Effectively communicate to internal and external stakeholders any new and pending requirements to elevate service delivery
• Initiate to offer overtime to meet billable hours requirements and effectively encourage to take advantage of it