Real Time Analyst

Fully Remote • Portland, ME

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Description

Full Time/Non-Exempt

Reports to: Manager, Real-Time Analysts

Job Summary: The Real-Time Analyst (RTA) is responsible for monitoring and reporting schedule adherence in real-time using scheduling and time-tracking software and ACD real-time displays. Real-Time Analysts work closely with Operations, identifying non-adherent agents so that they can be redirected back to the appropriate contact channel. RTAs also monitor agent work behaviors in real-time, identifying and addressing events such as contact handle times or after-contact times that exceed defined thresholds. RTAs watch statistics across various KPIs (staffing, service levels, etc.) to ensure contractual obligations are met. RTAs provide feedback to the Workforce Management team (WFM) and Operations. RTAs may also be required to change agent skill associations or provide historical reporting as needed.

Essential Functions:

• Provide real-time scheduling and contact flow support in multi-client/multi-channel environment
• Monitor and maintain real-time adherence through direct agent communication to ensure achievement of staffing targets
• Monitor real-time contact volume for multiple queues and respond to changes in contact volume in relation to staffing, wait times and abandonment metrics
• Provide regular reporting to Operations to provide necessary information to make business decisions
• Provide regular reporting to WFM to provide necessary information to determine future staff planning
• Meet regularly with RTA Manager and other RTAs to ensure alignment on coverage, duties, reporting, etc.
• Work closely with Operations to assist them in enforcing schedule adherence and contact time targets
• Produce on-demand reports as needed
• Other duties as assigned

Requirements

Position Requirements: List the knowledge skills and abilities that are required to do the job.

• High School Diploma / GED
• At least 2 years of work experience in contact center workforce management / operations support required
• Strong knowledge of workforce management tools (Five9, Serenova, Shiftboard, Socrates, IEX/NICE, client systems, etc.)
• Intermediate level of experience with spreadsheets (MS Excel, Google Sheets- i.e. writing f(x), filtering, pivot tables, etc.)
• Keen attention to detail and accuracy
• Excellent organizational and time-management skills
• Proven ability to multi-task and monitor multiple queues or systems
• Proven analytical and problem-solving skills
• Ability to work with little supervision
• Excellent computer skills and ability to navigate through multiple systems without assistance
• Excellent written and verbal skills to interact effectively with colleagues
• Strong commitment to providing an exceptional customer experience, with a high level of dedication, enthusiasm, accountability and self-motivation
• Must be able to thrive in a fast-paced, dynamic, team environment
• Strong desire to build best-practices in the team to help enable your team member’s mutual success as the team and organization continues to grow
• Must be process minded and continually focused on ways to improve workforce management processes and effectiveness
• Ability to work a flexible schedule, including potentially nights and weekends

Hours: This is a 40-hour position with 8-hour shifts. Specific days and times will be discussed during the interview; however, flexibility is crucial. Evening, weekend and holiday hours will be required to meet client’s needs.

This job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee.

NexRep provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.