Open Real Time Analyst

As a Real Time Analyst, the aim is to manage service levels for the contact center across departments, products and locations on a real-time basis. To be able to provide real-time mitigations to handle volumes based on agreed staffing, queue management and outage procedures.

If you have the passion for systems, tools and overflowing with energy to collaborate and work with experts and leaders then we'd like you to be part of our team.

Main Duties and Responsibilities:

Real-Time Queue Management

Monitors intraday volume delivery across queues and channels
Identifies common contact drivers and escalates as needed to proper departments
Monitors Advisors intraday work status

Handling Time Management

Makes sure intraday handling time performance is within planned budget
Identifies common drivers and escalates as needed to proper departments

Skilling Strategy Management

Performs daily skilling sweep to make sure Advisors are on supporting correct queues every start of the day
Performs intraday skilling to manage capacity and handled contact spikes
Perform skilling for new hires and Support staff