Monterrey - 12582 - Real Time Analyst

Description: 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.

General Duties and Responsibilities:

· Monitor agent activity in real time using WFM system Real Time Adherence.

· 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 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 client and internal tools. 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 WFM system’s 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 order 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.

Knowledge, Skills and Abilities:

· 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.

Education/Experience:

· Experience in scheduling and/or operations role within a high volume call center environment.

· Post Secondary educational background in mathematics or statistics or equivalent work experience.

· Prior experience with Calabrio or any other Workforce tool and asset is a plus.