Real Time Analyst

Mr. Green

  • Malta Island
  • Permanent
  • Full-time
  • 2 months ago
  • Apply easily
Real-Time Analyst

Location: Malta

Team/ Department: Customer Service

What you'll be doing …

As a Real-Time Analyst you will manage service levels for the contact center across departments, products and locations on a real-time basis.

In this role you will be expected to provide real-time mitigations to handle volumes based from agreed staffing, queue management and outage procedures.

Specific 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
  • Outage and Issue Management
  • Liaise with proper departments in communicating and resolving system outages and issues
  • Track down-times for trending purposes
  • Schedule Adherence Management
  • Intraday Performance Reporting and Solutions Management
  • Recommends real-time actions to mitigate situation outside the weekly intraday plan
  • Communicates red flag to proper stakeholders to resolve real-time situations outside weekly intraday plan
  • Seating Management
  • Partner with Planners to plan intraday seating across departments
  • Liaise with Operations in managing seating allocations real-time
  • Liaise with IT in tracking defective seats and moving equipment based from weekly seating allocation
  • Process Improvement (where it applies, i.e. break schedules, shrinkage management, etc.)
Key Performance Indicators
  • Service Level
  • AHT Variance (Actual V Budget)
  • Abandonment
  • Percentage of Contacts Answered
  • Intraday Report Accuracy and Timeliness
What we'd like to see from you (knowledge, experience, qualifications - what might set you apart?)
  • A qualification in Information Systems/Statistics/Math preferred
  • Prior experience in a Contact Centre or Shared Service Centre
  • At least 1 year experience on Real-Time Monitoring or Reporting
  • Solid background on Workforce Management (WFM) policies and procedures
  • Excellent verbal and written English (or applicable language) communication skills
  • WFM platforms, i.e. Aspect, Avaya CMS, IEX, etc.
  • Mid to advanced MS Excel skills, i.e. Macro programming, VBA functions, etc.
  • Basic to advance knowledge on contact centre KPIs, i.e. SLA, Abandonment, PCA, etc.
  • Data mining skills
How will you be a cut above the rest? (which values or vitals will we look for most from you?)
  • Clear thinking and problem-solving skills
  • Positive mindset and a 'can-do' attitude
  • Willingness to go the extra mile
Company Benefits Package

Our way of showing our appreciation is by offering some of the best benefits on the island
  • Private health insurance (including dental care)
  • Travel and life insurance
  • Free breakfast (every day!)
  • Lunch provided once a week
  • Annual sports allowance to be spent on gym/sport memberships or sports clothing or equipment
  • Free weekly HIIT and yoga classes
  • Coffee shop vouchers
  • Fresh fruit juices & smoothies every Friday!
  • Beer Fridays! (non-alcoholic beverages also offered)
  • We also endeavor to enrich our employees' work-life balance by offering a
  • Exciting team events & company parties! (we work hard but make time to have plenty of fun too!)
Please note by applying for this role you automatically agree to our Privacy Policy as stated on our careers page, please see full policy here -

Mr. Green

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