Real Time Analyst  

• Monitor queue level performance and variance to forecast in real time.
• Report any significant variations from forecast to Operations and WFM Management.
• Provide recommendations for addressing and responding to variations from a forecast.
• Monitor agent level schedule adherence.
• Report any significant in adherence to Operations and WFM Management in a proactive and in an urgent manner.
• Analyze variations to forecast and project impact for the remainder of the day.
• Compile and submit intraday reports with accuracy and timelines as well as proactive recommendations for actions.
• Update schedules with real-time attendance and exceptions.
• Approve/recommend alternatives for real-time schedule exception requests.

Education

• Graduate of Bachelor’s Degree in any course, preferably in Economics, Mathematics or Engineering

Work Experience

• Preferably with 1-year experience RTA/WFM

Other Skills

• High level of attention to detail;
• Good analytical skills including root cause analysis;
• Strong numerical literacy and a thorough understanding of contact center and WFM metrics;
• Ability to communicate effectively to all levels of management, both written and verbal;
• Strong proactive decision-making skills;
• Ability to read trends and project those trends into future forecasts;
• High degree of empathy for fellow workers;
• Ability to resolve differences with win-win solutions.