Real Time Analyst - Sao Paulo, Brasil - Pentasia

Pentasia

Empresa verificada

Sao Paulo, Brasil

há 3 semanas

Postado por:

Ana Silva

beBee Recruiter

Descrição

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 realtime 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 realtime 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 servicelevel 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
Wellversed 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 fastpaced deadlinedriven environment