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Workforce Management Real Time Analyst
Eingestellt von Kelly IT Resources - Manchester
Gesuchte Skills: Cs
Projektbeschreibung
Kelly Services are currently recruiting a Real Time Analyst for a multinational gaming company in Galway.
The Real Time Analyst is responsible for the Real Time monitoring of all queues and skill sets, and works in conjunction with the Live Team to make adjustments to call allocations driven by Real Time trends. The Real Time Analyst is responsible for the Real Time monitoring of agents, ensuring adherence to their schedules, schedule changes, and the daily exception management of the WFM software. The Real Time Analyst is also responsible for tracking attrition, absenteeism, and unproductive hours
RESPONSIBILITIES
- Conduct Real Time monitoring of queues and skill sets, and identifying intra-day trends
- Work with the Live Team to make adjustment to contacts (calls, chats and emails) allocations driven by the Real Time trends.
- Conduct Real Time monitoring of agents through the WFM software and notify CS management on the floor to resolve adherence issues.
- During low call volume, work with CS management team to offer voluntary time off, or allocate resources to alternative tasks.
- Communicate with remote centers and staffing agency to input all callout data into the WFM software in a timely fashion to ensure intraday is kept up to date for analysts and management team.
- Send out performance updates every four hours including interval and intraday SVLs, % to forecast, ASA, and callouts.
- Inform CS management so decisions can be made regarding OT and off-phone activities with current statistics.
- Provide historical reporting compilation as required by the campaign.
- Perform other duties as required.
REQUIREMENTS
- Ability to maintain punctual and regular attendance
- Ability to multi-task efficiently while working on multiple computer programs, communicating with internal customers and interacting with team members
- Skill in researching, thinking critically, and exercising good judgment when answers aren't apparent
- Ability to respond and adapt to rapid change and responsibility
- Two years of experience in Contact Center Workforce Management
- Experience with WFM software (eg IEX Total View, Blue Pumpkin, etc.)
If you would like to apply for this position, please Contact Daisy or Norma OR alternatively apply through this post.
The Real Time Analyst is responsible for the Real Time monitoring of all queues and skill sets, and works in conjunction with the Live Team to make adjustments to call allocations driven by Real Time trends. The Real Time Analyst is responsible for the Real Time monitoring of agents, ensuring adherence to their schedules, schedule changes, and the daily exception management of the WFM software. The Real Time Analyst is also responsible for tracking attrition, absenteeism, and unproductive hours
RESPONSIBILITIES
- Conduct Real Time monitoring of queues and skill sets, and identifying intra-day trends
- Work with the Live Team to make adjustment to contacts (calls, chats and emails) allocations driven by the Real Time trends.
- Conduct Real Time monitoring of agents through the WFM software and notify CS management on the floor to resolve adherence issues.
- During low call volume, work with CS management team to offer voluntary time off, or allocate resources to alternative tasks.
- Communicate with remote centers and staffing agency to input all callout data into the WFM software in a timely fashion to ensure intraday is kept up to date for analysts and management team.
- Send out performance updates every four hours including interval and intraday SVLs, % to forecast, ASA, and callouts.
- Inform CS management so decisions can be made regarding OT and off-phone activities with current statistics.
- Provide historical reporting compilation as required by the campaign.
- Perform other duties as required.
REQUIREMENTS
- Ability to maintain punctual and regular attendance
- Ability to multi-task efficiently while working on multiple computer programs, communicating with internal customers and interacting with team members
- Skill in researching, thinking critically, and exercising good judgment when answers aren't apparent
- Ability to respond and adapt to rapid change and responsibility
- Two years of experience in Contact Center Workforce Management
- Experience with WFM software (eg IEX Total View, Blue Pumpkin, etc.)
If you would like to apply for this position, please Contact Daisy or Norma OR alternatively apply through this post.
Projektdetails
Geforderte Qualifikationen
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Kategorie:
IT Entwicklung