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. A quick communicator and decision maker who understanda the importance of every contact and every employees impact on the client service mode

Overall Responsibilities:

• Monitor agent activity in real time using WFM Tools / ACDs and client systems also comply to communicate effectively and promptly to drive the performance through Ops leadership by giving insight about every interval and foresee the next intervals performance based on the dynamic changes at real time
• Ensure the multi environment (multi sites, multi media, multi floor, multi LOB), multi factor(AHT, absence, tardy, high volume , high AHT, system issues, over delivery , under delivery etc.) controlled approach implementation to avoid any failure on the service delivery(SLAs) from any side.
• Proactive in communication for any deviation and change and drive the ops team for productivity and quality benchmark without compromising the cost effectivity and employee morale.
• Keep the team spirit and listen to WFM peers and leaders to provide seamless coverage and support, maintain high regards for all leadership and act as Real Time Manager for productivity, quality and KPIs
• Role model for Punctuality and discipline for the team and avoid escalations on WFM teams.
• Raise the bar of WFM delivery standards by going beyond the described responsibility and does not hesitate to innovate and create long lasting simple solutions for team/ops.
• Callout promptly for any non-adherence/conformance/compliance for assigned work rules, schedules shift or are above acceptable thresholds for; Call Time, Hold Time, Wrap Time and Idles, over delivery, under delivery etc.
• Real Time Service Level monitoring of all queues within accounts and business advising programs when contacts are in queue or high idle time 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 Workforce Management Systems. 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 systems Real Time Adherence. Ensure attendance occurrences are updated to agent’s schedules in a timely fashion.
• Provide ad-hoc reporting for management as requested. Maintain quick reports and regular update/apprise the attendance, absence, tardy, high low KPIs.
• Complete Call Avoidance audit report.
• Optimize breaks and lunches i WFM systems to minimize impact to Service Level/delivery. Manage through systems or manually for aux management
• Make recommendation for Voluntary/Mandatory time off and other offline activity 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 WFM Systems. Changes include but are not limited to; transfers, promotions, supervisor changes and terminations.
• Assist Forecast/Scheduling Analysts as required. Engage actively in schedule creation and provide floor reality to scheduler and planner to enhance planning accuracy
• Eager to self-learn the Reporting, Coding, Statistics, forecasting, scheduling and choose the WFM career path to be part of the WFM community.

Job Requirements:

• Critical thinker and enthusiastic learner
• Possess knowledge MS-Office, Excel(Intermediate to advanced) and SQL, Power BI, Database, VBA (Basic)
• Tech-savvy and explorer for process automation, digital transformation, robotics, AI and Machine learning
• 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.
• 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