Real Time Analyst

Pentasia; Teletrabalho; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

A well-established gaming operator is seeking a Real Time Analyst to join their vibrant team on a remote basis. This role involves monitoring queues and ensuring adherence to schedules while processing schedule changes to meet operational business targets. The ideal candidate will have at least one year of experience in workforce planning and customer service metrics, along with a proactive approach in a fast-paced environment. Joining this team means contributing to the achievement of key performance indicators while working collaboratively with stakeholders.

Qualificações

• Minimum of 1 year experience in a similar role.
• Strong understanding of workforce planning and CS metrics.
• Ability to work well under pressure and meet deadlines.

Responsabilidades

• Monitor queues and ensure adherence to schedules.
• Process schedule changes to meet operational targets.
• Communicate performance metrics to leadership.

Conhecimentos

Workforce planning

CS Metrics understanding

MS Office Suite proficiency

Creative thinking

Relationship building

Proactive work ethic

Adaptability

Descrição da oferta de emprego

A well established gaming operator is looking for a Real time Analyst to join the vibrant team on a remote basis.

The RT Analyst reports to WFM Manager and is responsible for monitoring all queues and ensuring adequate actions are taken on rosters to ensure target metrics are achieved.

S / He ensures adherence to schedules, activity entries and numbers are up to date with scheduling systems to achieve optimal performance in real-time.

Responsibilities

• Administers time & attendance of employees, to ensure the accuracy of the work records;
• Informs in real-time the WFM Adherence Clerk and / or Supervisor(s) about employees that pass thresholds for schedule adherence and productivity;
• Processes schedule change tickets and requests to the published schedule & all changes to published schedules to meet operational business targets;
• Communicates actual performance & productivity of employee KPIs to CS leaders to promote the achievement of KPI targets;
• Act as the real-time monitor for the CS teams by providing direction, guidelines and performance updates to hit service level goals;
• Provide continuous interaction with CS (leadership and the agents) to achieve service-level metrics with the intent of meeting contractual objectives;
• Appropriately respond to Service Level variations by working with CS to match staff to demand and / or reallocate call volumes;
• Provide periodic reports - real time and historical, containing performance data to support operations management in a customer service contact center;
• On an ongoing and consistently substantial basis, coordinates, integrates, and provides organized work efforts to achieve positive operational targeted outcomes;
• Execute departmental procedures, communications, incident reports, and leverage analysis of metrics and measurements;
• Identify business process excellence improvement opportunities, contributing to design and execution while maintaining a detailed record of activities, actions and impacts.

Requirements

• Minimum 1 year experience
• Well-versed in workforce planning;
• Solid understanding of CS Metrics;
• Proficient in MS Office Suite;
• Proactive with a strong work ethic and eagerness to 'go the extra mile';
• Resourcefulness and creative thinking;
• Adaptable to learn new processes, concepts, and skills;
• Ability to build relationships quickly with key internal and external business partners;
• Proven ability to work as part of a team adding positive attitude and business focus.
• Willing to work on at shift rotations;
• Ability to work in a fast-paced deadline-driven environment