Senior Real Time Analyst

Managua, Nicaragua

Job Summary

The Senior Real-Time Analyst - Scheduler (SRTA) is responsible for real time monitoring, tracking, documenting, communicating and reporting on multiple channels/lines of business, ensuring we have the correct assignment of agents as compared to the forecasted volume of incoming tasks to meet service levels.

Responsibilities

  • Intraday Management of Resources
  • Take the lead of RTA team as needed by RTA Manager
  • Lead in meetings with stakeholders
  • Help with new real time analysts development
  • Real-time monitoring of all queues, making adjustments to task allocations driven by real-time trends
  • Real-time monitoring of agents, ensuring adherence to their schedules, handling pending time-off requests and schedule changes, checking and flagging them according to their performance in terms of thresholds set for ACW, Hold Time, ATTR, ASA, etc.
  • Tracking attrition, absenteeism, and unproductive hours
  • Planning and scheduling off-production events (e.g. training, meeting, etc.)

Reports & Analysis

  • Build, maintain, and prepare hourly, intraday/end-of- day, weekly, and monthly reports while ensuring timeliness and accuracy of data.
  • Analyze real-time volume trends and make staffing adjustments to ensure service level and productivity/efficiency goals are met. 

Act as Point of Contact (POC)

  • First POC for any escalations, outages, system issues or any other production impacting situations.
  • Coordinate and collaborate with Operations, IT, HR and other departments to ensure smooth functioning of the production environment.
  • Recommend procedural and operational guideline changes to improve communications and operational efficiency.

Qualifications

  • Candidates must possess at least a Bachelor/College Degree (preferably in Mathematics, Statistics, Computer Science, Engineering or related field).
  • At least 5 years’ experience as Senior Real Time Analyst (preferably in a multi-channel contact center environment)
  • Ability to understand, manage and report metrics like Service Level, Occupancy, Utilization, Staffing etc.
  • Ability to design schedules and provide insights regarding scheduling strategies. 
  • Ability to work with statistical models involving Erlang-C. Expected to apply these to practical staffing situations.
  • Must demonstrate quick thinking, decisiveness, and problem-solving skills.
  • Ability to define problems, collect data, establish facts, and draw valid conclusions. Must be assertive and proactive in solving staffing problems.
  • Good verbal and written communication skills. Ability to communicate in a clear and concise manner.
  • Ability to perform multiple tasks with attention to detail in a fast-paced and shifting priority environment.
  • Must be proficient in MS Excel; SQL proficiency is a plus
  • Experience working with tools like InContact, Desk, or Olark is a plus
  • Schedule flexibility