Real Time Analyst

Voxpro

Cork

Real Time Analyst Purpose: The Real Time Analyst is responsible for reacting to changes in contact demand or agent availability to ensure service levels are achieved on a daily basis. Role Description: Working with all members of the Resource Planning team, the operational area and the client, your role will be focused on maintaining service levels and agent schedules on both a real-time basis and for schedules already generated for the immediate subsequent working period. Key Responsibilities: Maintain the schedules on an Intraday and Intraweek basis. Monitor the service level and incoming queues on an interval basis and analyse trends. Monitor agent activity on an interval basis and communicate to operations and agents as appropriate to ensure that service levels are maintained. Optimise agent schedules on a daily basis based on incoming contact trends, working with the Workforce Scheduling Analysts when required. Update agent schedules with any intraday or intraweek updates/requests. In a timely manner. Report on key metrics at regular intervals during the day. Issue daily performance reports and commentary to offer valuable insight, and decisions to leadership teams. Assist the operational team with the scheduling and organization of non-core activities, in order to maximise the operational effectiveness of the operational area. Skills Required. Excellent numeracy skills. Expert level knowledge of MS Office programmes (specifically, Excel. Have the ability to handle multiple tasks & prioritise on an on-going basis. Excellent attention to detail. Excellent communication skills at all levels of an organisation. Ability to communicate in a clear and concise manner. Possess excellent time management skills. Past experience of workforce management and telephony systems preferred. Competencies: Problem Solving. Communication. Ability to work independently. Attention to detail. Client focused. This job originally appeared on RecruitIreland.com.

2246 days ago