Junior Real Time Analyst

Duties And Responsibilities (Include But Is Not Limited To) :

• Conduct real-time monitoring of queues and skill sets, regardless of the location, and identify intra-day trends. Maintain a special emphasis on looking for possible downtime and telephonic issues.
• Work with Operations, to manage and resolve downtime and telephony issues.
• Conduct real-time monitoring of agents through the Qmetrics/Xcally to ensure schedule adherence and notify support personnel on the floor to resolve adherence issues.
• During the low call, volume allocates resources to alternative tasks.
• Execute reporting packages for agents, teams, and programs to provide analysis of areas of opportunity, AHT, ACW, QA, Schedule Adherence, stats for the previous day, WTD, and MTD.
• Send out regular performance updates including interval and intraday reports, to forecast, ASA, and callouts.
• Any AD HOC tasks requiring completion within Job Space

Key Requirements :

• Grade 12 or equivalent (Essential)
• Experience with using WFM tools
• Demonstrable commercial focus and business acumen in recommendations and decision making
• Excellent MS office application knowledge including Excel & Access
• Basic to Intermediate level of applied Excel experience
• Basic understanding of analytics

Additional Skills :

• The ability to work within a close environment.
• Constantly sitting for long periods of time
• Frequent attention to/observing details, making decisions, and following directions
• Frequently reading, writing, and working rapidly; concentrating amid distractions
• Analytical and logical thinker with the ability to apply creative solutions to resource constraints
• A flexible thinker who is able to quickly adapt to changes in arrival volumes and patterns