Workforce Real Time Analyst

Duties and responsibilities
Quality Management
● Performs real-time monitoring and schedule adherence tracking on a 24 x 7 basis
● Monitors Bi-hourly call volumes, AHT, and staffing requirements. Alert Operations management on threshold violation

Information Management
● Verifies communication of all information relevant to staffing
● Plots PTO/SWAP in the database as against allocation
● Update employee and team data maintained in the workforce management software
● Facilitate agent skill assignment

Report Generation
● Monitor, track and report agent schedule adherence and employee occurrences
● Ensures timeliness and accuracy of the entire reports needed for an account where they are specifically assigned
● Monitor and report allocation to workforce management team that may trigger changes in staffing plan and schedule

Liaise with Other Departments/Units
● Act as cross-functional single point of contact for Workforce Management with Information Technology
and Telecommunication regarding system-related issues that impact production. Track and report
issues and resolution
● Assist Operations Management with any schedule or staffing information requirement

Qualifications:

✓At least 1 year of RTA experience
✓ Proficiency in Microsoft Excel (use and design of Macros)
✓ Working with Reporting packages & databases (SQL etc)
✓ Analytical, and problem solving skills and be very detail oriented.
✓ Demonstrated oral and written communication skills.
✓ Must be able to work with minimal direction and be very flexible to coordinate complex activities that

are often subject to rapid or extensive changes.