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Real Time Operations Analyst

2 months ago

Edmonton, Alberta, Canada CB Canada Full time
Job Summary

The Real Time 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 and scheduling, and monitoring of real-time performance.

Key Responsibilities
  • Provide intraday performance updates and reporting to Management, communicating trends within the business.
  • Monitor and manage phone, email, chat, and back-office performance by analyzing real-time volume and team member performance.
  • Manage workload distribution by adjusting team member skilling and channel within the Customer Service Centers.
  • Utilize intraday forecasting tools to assist with analyzing real-time staffing requirements to meet service objectives.
  • Partner with leadership to update team member schedules for requested exceptions post schedule publication.
  • Optimize and adjust team member activities to minimize service level deviations.
  • Approve offline requests during over-staffed intervals and shift resources or request extended hours for under-staffed intervals.
  • Respond to unanticipated changes to headcount, call volumes, and system issues.
Requirements
  • 1-3 years of experience in a Customer Service Center Workforce Management environment.
  • Experience with Workforce Optimization Software and ACD technology.
  • Ability to gather and analyze statistical data and generate reports.
  • Microsoft Excel skills and proficiency in other Microsoft Office applications.
  • Ability to prepare and present reports accurately and well within the time frame specified.
  • Ability to maintain composure in critical situations and communicate effectively, both written and verbal.
About CB Canada

CB Canada is committed to being an employer of choice, attracting and retaining top diverse talent, and providing a safe and positive work environment for all team members.