Real Time Analyst

Foundever

Job Summary
The Real Time Analyst monitors actual vs plan delivery at queue & agent level to ensure that the correct number of agents are available at the right times to achieve the desired service level/KPI.
• Need to work on multiple clients using a variety of tools to monitor & report performance
• Create and use standard templates to ensure consistent & accurate reporting
• Communicate actively with various groups to share call outs/deviations
The Real Time Analyst (RTA) is part of the Workforce Management (WFM) team and is responsible for real-time monitoring of service levels and site performance during the day to ensure effective management of the incoming and outbound phone, chat and email volume.
Primary Job Responsibilities
• Collect information for RTM
• Collect relevant program information about KPIs/BTP (Expectations)
• Collect information about What if Scenarios/Alert mechanisms/Escalation guideline for the account
• Queue management (within the interval)
• Monitor queue
• Manage skills
• Situation management
• BCP situations: Downtime, System issues, etc.
• Routing issues (client side)
• Volume allocation (Load balancing client side
Long Description
• Intraday management (throughout the day)
• Planned to delivery governance (Service KPis, Handling capacity, Shrinkage, Handle time, Line adherence)
• Send Staffing Outlook for present day +1 day at the start of shift to share projected plan
• Midday reforecast to share plan vs actual delivery and revised O/U based on trends and run rate
Long Description
• Schedule Adherence (Agent level)
• Update shrinkage segments in WFM tool
• Flagging agents out of adherence via Chat rooms/extns/radios
• Reporting
• Shrinkage reports
• Skill/Account level Interval report
• Agent level report
• RCA report
• Schedule adherence reports