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Real Time Analyst

Ref: 75831

  • 30,000-30,000
  • 07 Oct 2021
  • Cork (Centre)
  • Permanent

Real Time Analyst (Cork)

Our client is a long-established leader in the business process outsourcing market with multiple clients in both the public and private sectors. With a strong reputation for the reliable delivery of bespoke, high-quality, and flexible solutions in the areas of: Customer Service and Sales, Credit Management, Agribusiness, Quality Assurance, Finance Processing and Multilingual. They are currently recruiting for the permanent post of Real Time Analyst at their offices in Cork. The successful candidate will have previous experience in a business process outsourcing work environment. The role will be combination of home and office working for the foreseeable.

Duties & Responsibilities:

  • Drive real-time adherence to the expected capacity against the actual performance to achieve service levels and efficiency metric goals.
  • Intraday real time monitoring of service levels for all queues.
  • Real time monitoring of agents performance from all teams.
  • Communicate and call out changes to incoming contact patterns to operations and the broader Workforce Management team.
  • Have a real time communication with the WFM team and operations when call outs or changes need to be done to support changes within routing profiles.
  • Update and send reports related to the performance including but not limited to shrinkage, occupancy, and NPT usage.
  • Build and maintain strong relationships with stakeholders to ensure shared objectives are met.
  • Review and process VTO/NPT/OT requests in real-time

Basic Qualifications:

  • 1 plus years of relevant experience in a contact center environment.
  • 1 pus years previous experience in a Workforce Management role as a Real Time Analyst or Analyst.
  • Strong interpersonal and communication skills with the ability to communicate effectively.
  • Conduct root cause analysis; refer to long term plans and goals; prioritize key factors; act decisively, promptly, and confidently.
  • Demonstrates Decision Making / Complex Problem-Solving skills - proactively gather the right data from appropriate sources, probe/considers all of the facts, considers other perspectives.
  • Advanced skills using Microsoft Excel in a business environment.
  • Ability to maintain composure in critical situations and communicate clearly with both internal and external stakeholders.
  • Demonstrates high degree of ability to analyze data, using the data to drive decision making and implement effective resolutions.
  • Proven experience with Aspect.
  • Proven ability to build relationships quickly.
  • Ability to prioritize and meet tight deadlines.

To discuss this role further or other accountancy jobs please contact Tom Wilkinson on 021 2376300 or by email or click the apply button

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