Eastwood | Real Time Analyst

Company Summary:

Majorel supports clients all over the world to successfully shape their customer relationships. More than 48,000 employees in 28 countries design and implement customized solutions for this purpose. We create amazing customer experiences that people value and we are proud of. By combining talent, data, and technology, we deliver real impact for our partners. Today’s rapidly changing world is sometimes challenging for service delivery; But with our spirit of true entrepreneurship, adaptability and our drive to go further, we view it as an opportunity to innovate by getting the best from people and technology. We constantly strive for the best. We know that doing so is pursuing a moving target. It takes full commitment to go the extra mile. Mutual respect and trust is the hallmark of every successful business, and it’s the same at Majorel. We know that challenges are met and ambitions achieved through teamwork: not only amongst our colleagues, but in partnership with our clients too.

Position Summary:

The Real Time Analyst is a Workforce Management role that reports to the Workforce Manager and will take direction from the Workforce Forecasting and Scheduling Analyst. The RTA responsibilities include monitoring multiple queues and agents from multiple programs to ensure consistent service is maintained.

Overall Responsibilities:

• Monitor agent activity in real time using Aspect Real Time Adherence and Aspect Director. Report to the Operations teams agents that are not adhering to their assigned schedules or are above acceptable thresholds for; Call Time, Hold Time, Wrap Time and Idles.
• Real Time Service Level monitoring of all queues within Aspect Director advising programs when calls are in queue and advise of corrective actions that should be taken including deferring or cancelling of Meetings, Coaching and other offline activities until Service levels have recovered to acceptable levels.
• Update and maintain accuracy of agents schedules within Aspect eWorkforce Management (eWFM). This involves processing changes and exceptions from multiple sources including the Exception Tracker and Emails.
• Assist in the creation of scheduling Meetings and Training as required while ensuring Service levels targets are maintained.
• Perform comprehensive attendance management including frequent monitoring of Attendance Line, Attendance IVR report and Aspect Real Time Adherence. Ensure attendance occurrences are updated to agent’s schedules in a timely fashion.
• Provide ad-hoc reporting for management as requested.
• Complete Call Avoidance audit report.
• Optimize breaks and lunches in eWFM to minimize impact to Service Level.
• Make recommendation for Voluntary/Mandatory time off during periods of overstaffing.
• Reforecast when call volumes or AHT are not matching original forecasts in order to evaluate performance for the remainder of the day.
• Action Employee Status Changes by updating Employee Information and schedules in eWFM. Changes include but are not limited to; transfers, promotions, supervisor changes and terminations.
• Process requests for time off including vacation and unpaid leave.
• Process requests to update attendance reason coding in eWFM.
• Assist Forecast/Scheduling Analysts as required.
• Complete assorted assignments and projects as required.

Job Requirements:

• Ability to multitask, prioritize and meet deadlines.
• Excellent written and verbal communication skills.
• Ability to function in a team environment, providing the necessary support and assistance for all members of each account team (Supervisors, Lead Agents, training etc.)
• Must be available to work rotating schedule including nights and weekends.
• Intermediate proficiency with Microsoft Office applications, specifically excel.
• Strong analytical skills, understanding complex reporting and data transformations from multiple sources.
• Experience working in dynamic and fast paced operating environment.
• Prior experience with Aspect eWFM or other Workforce tool and asset.
• Experience in scheduling and/or operations role within a high volume call center environment.
• Prior experience with Aspect eWFM or other Workforce tool and asset