Real Time Analyst
1 semana atrás
Let's start with the role:
The Real-Time Analyst reports to the RTA Team Leader and is responsible for monitoring all queues and ensuring adequate actions are taken on rosters to achieve target metrics. The Real-Time Analyst ensures adherence to schedules, activity entries, and that numbers are up to date with scheduling systems to achieve optimal performance in real time.
As a Real Time Analyst you will:- Act as the real-time monitor for the CS teams by providing direction, guidelines and performance updates to hit service level goals;
- Monitor team performance against work schedules and real-time productivity through applications;
- Collaborate with team members to identify trends and patterns affecting service levels.
- Communicate actual performance & productivity of team KPIs to CS leaders to promote the achievement of KPI targets;
- Develop and maintain up-to-date Help Center articles pertaining to incidents or events anticipated to generate increased customer traffic.
- Provide continuous interaction with CS leadership and agents to achieve service-level metrics with the intent of meeting contractual objectives;
- Generate and submit incident reports, daily and weekly, documenting events comprehensively and in a high-level protocol;
- Identify business process excellence improvement opportunities, contributing to design and execution while maintaining a detailed record of activities, actions, and impacts;
- Explore and recommend improvements or optimizations in using monitoring tools and technologies to enhance real-time performance tracking and reporting capabilities;
- Develop and maintain standardized documentation and reporting procedures to ensure consistency and clarity.
What you'll bring:
- A bachelor's degree in business administration, management, finance, statistics, mathematics, or a related field, or a combination of education and experience is required.
- Minimum 2-3 years experience in an RTA role in a multi-site, multi-language, high-volume environment.
- Direct experience monitoring key performance indicators (KPIs) such as service levels, occupancy, adherence, and utilization to ensure targets are met.
- Advanced proficiency in Excel and other data analysis tools to create reports and trend analytical data reports.
- Strong analytical skills to interpret data, identify trends, and make data-driven decisions.
- Understanding of statistical methods and their application in trending, forecasting and scheduling.
- Strong organizational skills to manage multiple tasks and projects simultaneously.
- Ability to multitask, focus, and have excellent time management skills with the ability to work with minimal supervision.
- Strong Proficiency in Data Tools: MS Office, SQL, or Python. Proficiency in other RTA/WFM Tools and CRM Tools: specifically, Zendesk and Jira, would be an asset.
- Six Sigma or Lean experience: experience with process improvement methodologies that can help streamline workforce management processes, is an asset.
- Strong command of the English language.
Kaizen Gaming Perks
- Hybrid model of working;
- A buddy will support you with your onboarding;
- Competitive salary package and bonus scheme;
- Health insurance for you and your family;
- Monthly meal allowance
- Developmental 360° feedback framework;
- Unlimited access to Udemy & continuous training
#LI-Hybrid
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