Job Description

Overview The Real-Time Analyst will be responsible for real time monitoring of service levels and consultant performance during the day to ensure effective management of the incoming phone calls volume. Key Accountabilities and Responsibilities
  • Real-Time monitoring of all queues and consultant’s adherence to schedule to ensure all are performing at an optimum level with the resources available to achieve Contact Centre targets
  • Providing effective daily operational guidance and suggestions to the Contact Centre’s so that the Consultant’s scheduled activities best meet the actual workload demand.
  • Communications, both internal and external, to ensure stakeholders are always aware of emerging schedule challenges and opportunities, and the steps being taken to address these.
  • Using initiative to identify improvements to Real-Time management.
  • Regular communication with individual Contact Centre Manager and Team Leaders regarding team performance and trends
  • Work cohesively with the Resource Planning team to ensure findings are incorporated into future forecasts and rosters to meet operational objectives.
  • Manage Real-Time email inbox (Outlook) within SLA.
  • Update Workforce Management system/s as required.
    • Experience & Personal Attributes
  • A good understanding of Contact Centre operations and metrics demonstrated through previous experience.
  • A good understanding of the practice and principles of Contact Centre Real-Time management, and the ability to clearly present to Contact Centre leaders
  • Strong analytical abilities and creativity in developing approaches to problems and recommending actions to management and implementing the recommendation.
  • Strong communication, influencing and negotiation skills.
  • Possess excellent interpersonal skills and the ability to consider all views to ensure final scheduling solution is practical, appropriate and successful.
  • Attention to detail.
  • The ability to meet goals and deadlines.
  • Results driven individual, within an autonomous role.
  • Creative thinker with excellent problem-solving skills.
  • Previous experience working with a Workforce Management System

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