The Real Time Analyst is responsible for effectively managing workforce resources to optimize staffing levels, ensure service excellence, and maintain operational efficiency within a call center environment. This role includes forecasting, scheduling, real-time monitoring, and data analysis to support the performance of the customer support division.
Key Duties:
Forecasting and Planning:
- Analyze historical call volume, ticket data, and support trends to predict future patterns and staffing needs.
- Develop accurate forecasts for incoming inquiries, service levels, and key performance metrics.
- Prepare both long-term and short-term staffing plans to align with operational goals.
Scheduling:
- Create and maintain agent schedules to ensure adequate coverage during peak and non-peak periods.
- Optimize shift patterns, breaks, and time-off requests to balance workload and team satisfaction.
- Coordinate with HR and training departments for onboarding and skill development schedules.
Real-Time Management:
- Monitor real-time customer support operations and adjust staffing as needed to meet service level targets.
- Manage agent adherence to schedules and address attendance issues proactively.
- Resolve real-time challenges, such as unplanned absenteeism or high call volumes, to ensure consistent performance.
Reporting and Analysis:
- Generate and analyze reports on adherence, occupancy, and resolution times.
- Track and report key metrics, including agent performance and customer satisfaction, to management regularly.
- Provide insights and recommendations based on data to improve workforce efficiency.
System Utilization and Optimization:
- Utilize workforce management tools (e.g., NICE, Verint, CMS) to manage staffing and performance data effectively.
- Maintain and update workforce management systems with accurate and current data.
- Collaborate with IT and system administrators to ensure optimal system functionality and support.
Collaboration and Communication:
- Work closely with call center supervisors, operations managers, and team leaders to align workforce strategies with business needs.
- Communicate schedule changes, policy updates, and performance expectations to agents and leadership teams.
- Liaise with campaign leaders and quality assurance teams to align staffing plans with customer support goals.
Qualifications:
- Minimum of 2 years of experience in workforce management or a similar role, preferably in a call center environment.
- Proficiency in workforce management and scheduling software (e.g., NICE, Verint, CMS).
- Experience with Factorial Shift Management and Monday.com is an advantage.
- Strong analytical skills with the ability to interpret data and make informed decisions.
- Excellent organizational and time management skills.
- Effective communication and interpersonal skills to collaborate across teams.
- Ability to thrive in a fast-paced and dynamic environment.
- Knowledge of call center operations and best practices, with a focus on customer support functions.
Employment Type: Full Time
Hours: 9am-5pm EST (may vary as operations work on a shift rotation), weekends off are not guaranteed
Location: Remote
We are an Equal Opportunity Employer!
We are committed to equality of opportunity, welcoming diverse candidates, and promoting a work environment free from discrimination on grounds of race, colour, ancestry, national/regional or ethnic origin, religious beliefs, sex, gender identity, sexual orientation, marital status, family status, national origin, age, or physical impairments.
