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Realtime Analyst

Location: Bogota (USA)

Department: Workforce Management (WFM)

Reports to: Workforce Supervisor

Job Summary

The Realtime Analyst will manage all intraday activities in support of Operations to achieve business goals, service level objectives, and maximizing efficiency and productivity.

Organization Chart

Functional Head → Workforce Manager → Supervisor → Realtime Analyst

Key Responsibilities and Duties

• Monitors real-time ACD work state of agents, schedule and break adherences, and agents exceeding thresholds.
• Ensure staffing and service levels are within acceptable range.
• Conducts analyses and recommends solutions to real-time performance issues with the Operations Management Team.
• Approves discretionary activities to increase occupancy and take advantage of high availability.
• Increases staffing level during IRROPS or high call volume.
• Administration of intraday schedule changes.
• Ensure all required WFM data is tracked and trended on a continuous basis.
• Delivers regular and ad-hoc reports on time as requested by the internal and external clients.
• Communicates identified risks to Operations Leadership, Management, Technology Team, and client counterparts including outages and system issues.
• Performs other duties and assignments as directed.

 Dimensions

List of data which will reflect the scope and scale of activities concerning the role:

• Service Levels
• Staffing Attainment
• Delivered Productive Hours
• Turn Around Time (TAT) of reports and deliverables
• Attendance and Reliability

Abilities, Knowledge and Skills

Minimum acceptable proficiency for this job:

• Bachelor’s degree in Statistics, Mathematics, Business Management or a related field preferred.
• Strong mathematical, analytical, communication and organization skills.
• Ability to gather and understand relevant data for analyses and reporting of business metrics.
• Ability to define problems, establish facts, use good judgment and logical reasoning.
• Proficient in MS Office.
• MS Excel advance knowledge is an advantage.
• Self-motivated, can work autonomously or as part of a team.
• Process oriented.
• Excellent attention to details.