The Real Time Analyst plays a vital role by ensuring that we achieve our objectives by adjusting to the real time events related to staffing and schedule adherence. This role is empowered to help address issues and make changes as appropriate to ensure that program objectives are being met.
On site: Medellín or Barranquilla (Disponibilidad completa 24/7.)
Skills and qualifications - Hard and soft skills:
1 year of experience working in a Contact Center or BPO (It can be in any position: CSR, sales, logistics, etc)
At least 6 months of experience in Real time or Workforce
Experience using Power BI.
Experience using Microsoft Office, primarily Excel, Outlook, and OneNote
English B2+ conversacional.
Responsabilities:
Manage and monitor intraday queue performance and schedule adherence.
Partner with Operations to ensure that a workforce management plan is in place and is actively being implemented.
Monitor real-time ACD agent work states & notify leadership of exceptions.
Perform real time changes to agent schedules in WFM platform.
Serve as point of contact between Operations and Workforce Management to identify:
- unexpected changes in volume which require changes to plan.
-unexpected changes to absenteeism which might require a change in hours.
Monitor and document absenteeism within the WFM platform.
Understand client specific objectives and corresponding metrics necessary to achieve goals.
Communicate with client scheduling and RTA groups as required.
Other duties as assigned.
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