Real Time Analyst  

Position Purpose:

The Real time analyst produces and delivers useful, accurate, and timely information and recommendations to internal and external customers. Incorporates the use of advanced technology to measure, evaluate and report performance. Reduces operational risks through improved planning and execution. Provides and teaches Resource Management processes. Assist other sites with resource management support as needed.

Essential Functions and Responsibilities:

• Monitors queue to make sure that we are meeting target KPIs and have the right staffing to handle chat/call volume/hours.
• Monitors agents’ adherence and updates eRP/eWFM/IEX accordingly. Updates and approves eRP requests/exceptions as needed.
• Answer/process operations request/inquiry by answering calls called in through RMG hotline and through emails sent to RMG. Monitor voicemail messages from RMG hotline and sick lines.
• Sends real time reports as needed.
• Analyzes and matches staffing levels including schedules according to client requirements. Reports daily staffing to the client.
• Conducts intraday and intraweek productivity analysis and reporting for opening/closing, billing, online and supplemental training, shrinkage factors (vacation, sick time, meetings), intervals and segments.
• Proactively communicates CCS metrics and recommendations for action to Operations Management. Works with Operations Management to deliver defined Resource Management Process and Procedure.
• Reconciliation of agent time. Ensures data is aligned correctly in Kronos, TCS, Avaya and Cisco systems for each Consultant, analyzes differences, and makes corrections as needed.
• Performs ad hoc tasks/requests needed to meet business needs.

• Candidate must possess at least a Bachelor's/College Degree or completed 2nd year in College in any field.
• With strong analytical and communication skills.
• At least 1 year of working experience in the related field is required for this position.
• Background in handling Service Level / Staffing Adherence based accounts.
• Background in Real time monitoring.
• Knowledge in reporting and calculation of workforce KPIs
• Experience with Microsoft Excel, ACD switch reporting, Aspect eWFM, and email systems.
• Strong technical documentation and problem solving skills.
• Should have strong computer, organizational, communication and analytical skills
• Should have the ability to collect and assess data. Works with minimal supervision and has the ability to make decisions and solve complex problems.
• Ability to present complex information to various levels of organization. Ability to create and maintain large and complex spreadsheets.
• Willing to work on graveyard and shifting schedule
• Can work with minimal supervision.
• Can work in the COMMONWEALTH area.
• Can start ASAP.