The Real Time Analyst is responsible for monitoring statistics, staffing adherence, list penetration and client key performance indicators. The Real Time Analyst must take actions to ensure the enterprise achieves its clients and internal bill to pay goals.
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This role is remote and can be located anywhere in India
Role and Responsibilities
Manage multiple call queues in real time.
Watch staffing levels at each site to ensure planned coverage is met on the interval level.
Manage numerous real-time metrics such as: Service Level, Average Speed of Answer, Schedule
Adherence, Occupancy, Average Handle Time, and After Call Work against a matrix of defined thresholds.
Provide outage and crisis management (Facilitating communications between IT teams and site management.)
Manage Interval, daily, weekly and monthly plan objectives
Provide Key Performance Indicator – (KPI) reporting to Client and Results management teams
Develop and Implement KPI Action Plans to drive performance goals.
Work closely with the Global Resource planners (forecasting and scheduling) to ensure optimal staffing coverage on daily and weekly basis.
Provide real-time skilling adjustments.
Serve as the main contact point between Results and our Client Partners.
Provide real-time leadership to Local Resource Planners (LRPs) assisting the enterprise in managing the intraday staffing requirements.
An analytical mind set.
Strong written and verbal communications skills
Strong attention to detail
A team player mindset
Exceptional problem solving skills
Proficiency in Microsoft Office applications such as Excel, Outlook, Word and Powerpoint & One Note knowledge is a plus.