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Real Time Analyst
Moxie Pest Control
Irving, USA
Full-time
Entry
Hybrid
Discovered 2 weeks ago
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A Real-Time Analyst plays a critical role in ensuring the efficient and optimal operation of a company's contact center or service delivery operations. They are responsible for monitoring real-time activities, managing workforce schedules, and making on-the-fly adjustments to meet service level and operational goals. The Real-Time Analyst collaborates with various teams and stakeholders to optimize resource allocation and enhance overall productivity. This person will be proactive in their approach by analyzing data to anticipate issues while making informed decisions that impact our customers and operation.
Roles & Responsibilities
- KPI, Metric, Chat/SMS, Email Queues, Agent availability, Service Levels
- Schedule Adherence - Maintain Operational Efficiencies, Identify Trends and propose solutions, Deviations from established benchmarks, Service Levels, Real-Time adjustments to schedules
- Adjust staffing levels, Channel allocation to optimize resource utilization, Task Assignments, Meet service level targets, Communicate with staff to organize shift changes when needed
- Collaborate with with various departments to maintain alignment with real-time needs, Communicate with Department Managers, Team Leads and Supervisors to coordinate staffing adjustments or recommendations
- As needed, generate reports and document real-time data and performance metrics in collaboration with all center stakeholders
- Technical Proficiency / Software Utilization - Utilize Workforce Management software, Intraday Management Tools to aid in real-time decision making and proactive solutions
- Urgent Real-Time responses to business interruptions, Crisis Communication strategies, Remote work and Redundancy, Emergency Response, Risk Management Planning, Equipment failure
- Work Schedule compliance, Alerts and Notification, Impact on Service Levels, Resource Optimization, Data Analysis
- Must be detailed oriented, and specific in presenting data to management and the frequency this information is provided.
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