Real Time Analyst

6 days ago

Toronto, Canada SinglePoint Group International Inc. Full time

The Real Time Analyst is the primary coordinator of workforce deployment and day-to-day operational requirements of the contact centre. Supporting company objectives through creativity and continual process improvement in our performance-based culture, the real time analyst ensures that workforce planning and operational objectives are met and exceeded.

**Responsibilities**
- Queue Management; actively monitor queue activity, agent adherence and KPIs
- Identify performance gaps and recommend action to maintain SLAs
- Proactively optimize staffing aligning; schedule breaks, lunches and offline activities leading into each week and day
- Determine action for closing performance gaps and provide immediate recommendations to operations partners
- Re-forecast intraday call volume, AHT, shrinkage and staffing for multiple contact types based on current trends and historic data
- Co-ordinate daily conference calls with various stakeholders and set expectations
- Maintain incident logs; troubleshoot and/or escalate software and hardware issues
- Perform analysis on scheduling and make recommendations
- Communicate performance results to all stakeholders
- Develop and administer contingency plans including facilitating real-time discussions with necessary stakeholders to ensure SLAs are met
- Key daily exceptions, requests, and updates to agent schedules in a timely manner
- Prepare standard and ad hoc reports for multiple stakeholders including executives

**What are we looking for?**
- Post Secondary education preferred, or a combination of education and experience
- Experience with MS Office, with high aptitude in Excel
- Familiarity with ACD technology and forecasting/scheduling software
- Motivated and enthusiastic team player who can work well under pressure
- High degree of diplomacy and discretion is essential
- Strong organizational, time management and analytical skills
- Proven communications skills
- Results driven, with creative approach to idea generation and conflict resolution/problem solving
- Able to establish and maintain effective relationships throughout the organization
- Able to provide direction and leadership in a fast-paced environment

**Perks**
- Work remotely and train remotely
- Perkopolis discount program
- Career and leadership development
- Medical and dental benefits cost sharing program

**Join a winning team today**

We are an equal opportunity employer**.**

Accommodations are available upon request at any point in the selection process.

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