Real Time Analyst
6 months ago
Overview:
**Job Summary**:
- Manage activities and initiatives related to the effective implementation and ongoing usage of the **Workforce System (IEX)**:
- Work with key internal and external business partners to conduct root cause analysis on issues impacting Contact Center performance, and communicate findings and resolution to the leadership team and WFM.
- Required to interact daily with the call center leaderships team through project work, presentations, defect analysis, problem-solving and strategy
- Analyze real-time metrics of call-handling, talk-time and other KPI’s via Workforce Management (WFM) to determine risks to service level targets and escalate issues accordingly
- Maintain overall operational performance statistics on an interval, daily, weekly and monthly basis (Service Level, Occupancy, ASA, AHT, Adherence, etc.)
Qualifications:
**Requirements**:
- At least **1-2 years of working experience** in the **call center experience** and/or **Workforce Management experience** **is required for this position.
- Experience with **IEX, CMS, Avaya and Teleopti an asset**:
- Ability to **create reports in Excel** **and **forecast results**:
- Attention to detail and high level of accuracy
- Ability to multi-task, focus and complete reports for extended periods of time
- Applicants must be willing to work in **Georgetown, Penang** / **Kelana Jaya, Selangor**.
- ** 4 Full-Time positions** **available.
**Responsibilities**:
**Responsibilities**:
- Manage the **call volume, daily attendance** **and **program break schedules**:
- Work closely with the **operations team** to analyze and **help improve their delivery processes**:
- Generate **ideas for process and service improvement planning**:
- Produce** **daily, biweekly and monthly internal reports**:
- Assist with projects and other duties as requested or assigned
- Prepares** **reports on staff attendance.**:
- Reconciles attendance daily with employee timesheets against schedule and time in/time out reporting.
- Communicate with management and operations team to ensure compliance with company standards.
- Maintain running reports of attendance incidents.
- Processes schedule trade requests for posted schedules
- Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction.
- Provides **analytical support** for special projects.
- Collaborate with fulfillment Operations Department Management on identifying opportunities to further optimize our workforce.
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