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Real Time Operations Analyst

2 months ago

Edmonton, Alberta, Canada CB Canada Full time
Job Summary

The Real Time Operations Analyst plays a critical role in supporting Customer Service Center Operations in achieving service and productivity objectives. This position is responsible for daily reporting, staffing & scheduling (post publication), and monitoring of real-time performance.

Key Responsibilities
  • Performance Updates and Reporting: Provides daily performance updates and reporting to Management, communicating trends within the business.
  • Real-Time Performance Monitoring: Monitors and manages phone, email, chat, and back-office performance by analyzing real-time volume and team member performance.
  • Workload Distribution Management: Monitors and manages workload distribution by adjusting team member skilling and channel within the Customer Service Centers.
  • Intraday Forecasting: Utilizes intraday forecasting tools to assist with analyzing real-time staffing requirements to meet service objectives.
  • Schedule Adjustments: Partners with leadership to update team member schedules for requested exceptions post schedule publication by entering daily exceptions into Verint.
  • Team Member Activity Optimization: Optimizes and adjusts team member activities, e.g., breaks, lunches, meetings to minimize service level deviations.
  • Resource Allocation: Approves offline requests during over-staffed intervals and shifts resources or requests extended hours for under-staffed intervals.
  • Crisis Management: Responds to unanticipated changes to headcount, call volumes, and system issues (initiates all hands-on deck or VTO).
  • Real-Time Chat Support: Responds to Real-Time chat requests from leadership for offline activities.
Requirements
  • Experience: 1-3 years minimum experience in Customer Service Center Workforce Management environment preferred.
  • Technical Skills: Experience with Workforce Optimization Software (e.g., NICE, Verint, EWFM, TeleOpti), and ACD technology (e.g., Avaya, Cisco).
  • Analytical Skills: Ability to gather and analyze statistical data and generate reports.
  • Microsoft Office Skills: Microsoft Excel skills and proficiency in other Microsoft Office applications.
  • Communication Skills: Ability to prepare and present reports accurately and well within the time frame specified.
  • Problem-Solving Skills: Ability to maintain composure in critical situations and communicate effectively, both written and verbal.
  • Professionalism: Display a high level of professionalism, integrity, and maturity.
  • Attention to Detail: Detail-oriented with good organization, time management, and problem-solving skills.
  • Multi-Tasking: Strong ability to multi-task and coordinate procedures in a fast-paced environment.
  • Interpersonal Skills: Strong communication and interpersonal skills across multiple levels within the organization, including the ability to influence, negotiate, and escalate unresolved problems or questions.
  • Autonomy: Must be proactive and able to work with little or no supervision.