Real Time Analyst
Mr. Green
- Malta Island
- Permanent
- Full-time
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.)
- Service Level
- AHT Variance (Actual V Budget)
- Abandonment
- Percentage of Contacts Answered
- Intraday Report Accuracy and Timeliness
- 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
- Clear thinking and problem-solving skills
- Positive mindset and a 'can-do' attitude
- Willingness to go the extra mile
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!)
Mr. Green