Real-Time Analyst

Miramar, FL

Posted: 01/18/2019 Employment Type: Temporary/ Hourly Industry: Analyst Job Number: 72801 Pay Rate: $14/HR

Seeking a Real Time Analyst for a virtual solutions company in the Miramar, FL area. This role will be primarily responsible for monitoring and reporting schedule adherence in real-time using real-time adherence software and ACD real-time displays,  working closely with Operations, and monitoring agent calling behaviors (calling out events such as talk-time).

 

Other responsibilities include:

  • Provide real-time scheduling and call flow support in a multl-cllent business environment
  • Monitor real-time call volume for multiple queues and respond to spikes in high call volumes in relation to low staffing, average customer wait time, and call abandon percentages
  • Provide bl-hourly ,dally, weekly, and monthly reporting to ensure that Operations Management has the information necessary to make the appropriate business decisions regarding staffing, training, etc.
  • Act as liaison between Call Center Operations and IT/Telecom relative to call flow issues, call rolling issues, CMS reporting issues, and system issues in general according to the established escalation process
  • Monitor and maintain real-time adherence to ensure compliance with staffing capacities
  • Coordinate with other Real Time Analysts to ensure continuity of coverage and distribution of up-to-the-minute statistical data about the day
  • Work closely with Operations to assist them in enforcing schedule adherence and call time threshold guidelines
  • Inform Operations of same day volume needs with up-to-the-minute dally statistics
  • Identify call routing anomalies using real-time monitoring software
  • Produce on-demand reports as needed
  • Other duties as assigned

 

Interested? Apply directly now or give us a call today (Dade: 305-595-3800 / Broward: 954-437-0070) Questions? Email marie@cxcinc.com for more info. 

 

*CAREERXCHANGE® is an equal opportunity employer. We will present the most qualified candidates to our clients based on the skills required to perform the job. For additional opportunities please visit www.careerxchange.com.

  • High School Diploma/GED
  • At least 2 years of work experience in contact center workforce management required
  • Strong knowledge of workforce management tools (Avaya CMS, IEX, eWFM, Genesis, Blue Pumpkin) and the ability to maintain them. 
  • Experience with Google Sheets and MS Excel (i.e.creating spreadsheets, v- lookups, pivot tables,etc.)
  • Proven analytical and problem-solving skills
  • Keen attention to detail and accuracy
  • Excellent computer skills and the ability to navigate through multiple systems without assistance
  • Ability to communicate clearly and concisely with others, including the presentation of reports and recommendations to client management team
  • Ability to work a flexible schedule,including nights & weekends

 

*Shift: Saturday-Wednesday 3:30PM-12AM OR Monday-Friday 3:30PM-12AM

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