Descrição da Vaga
A well-established gaming operator is looking for a Real-time Analyst to join 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;
● 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.
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
Esta vaga foi obtida de um site de empregos.
