Real Time Analyst .

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Real Time Analyst

Posted 45 days ago
Sao Paulo BrazilCOMPETITIVEJob Reference: 35906
A well established gaming operator is looking for a Real time Analyst to joining 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.

  • Administers time & attendance of employees, to ensure the accuracy of the work records;
  • Monitors employee performance against work schedules and real-time productivity through applications;
  • 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.

  • 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