Real Time Analyst

1 dia atrás

Sao Paulo, Brasil Pentasia Tempo inteiro

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.

**Responsibilities**
- Administers time & attendance of employees, to ensure the accuracy of the work records;
- 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.

**Requirements**:

- 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

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