Real Time Analyst

PURPOSE
The position is responsible for managing service level situations by providing BASIC to INTERMEDIATE, reliable, timely and accurate information concerning customer contact flow, impacts and work-states. It also requires monitoring and publishing Key Performance Indicators (KPIs) trends.

DUTIES AND RESPONSIBILITIES
Queue Management (50%)

▪ Monitor customer contact flows (queue) and real-time staffing versus calls to ensure meeting Service Level Agreement.
▪ Responsible for all operational updates on a daily basis within the eWFM systems.
▪ Check voice mail and log call-ins, log scheduled absences in call-in log or attendance tracker.
▪ Monitor schedule adherence. Coordinate the adjustment or cancellation of same-day activities such as meeting, training, etc. and recommend optimal times or offer alternatives.
▪ Update and publish the schedule through the eWFM tools.

Analytics (20%)

▪ Analyze trends, highlights resource issues, and identify and recommend realistic options / solutions such as adjustment of staffing level, change of skills and level, etc. to meet the service level objectives and financial efficiency measurements
across all line of businesses and centers.
▪ Perform pre- and post- analysis of agent and management unit activities.
▪ Document and communicate Real Time trends to EAS Specialist and TL.

Incident and System Coordination (20%)

▪ Create IEX Profiles for Contact Center Employees
▪ Submit track-it ticket for all NICE IEX and Avaya CMS issues
▪ Manage eSD ticket assigned to Analytics Support
▪ Escalate and track all Contact Centre and Global Operations issues, impacts and status update.
● Check outage notification.
● Participate in bridge call.
● Escalate system issues
● Record incidents on the daily incident log.

Internal Process (10%)

▪ Participate in BCP (Business Continuity Program)
▪ Maintain and Update the following:
● Agent Skill Matrix
● Wallboard
● Seat Plan
● System Outages Log
● WF Databases
● Other WF related files
▪ Perform other duties and responsibilities as assigned.

COMPETENCIES (KNOWLEDGE / SKILLS or ABILITIES / BEHAVIOR)
KNOWLEDGE
● SHORT TERM Working knowledge of Analytic Roles and Cycle – Capacity Planning
Forecasting and Scheduling, Reporting and Real-Time Analysis / Monitoring.

SKILLS
● SOLID knowledge of Avaya and other telephony tool (Phone and Reporting)
● Demonstrates FAMILIARITY in creating queue monitoring, reports, spreadsheets, calculations, etc.
● Knowledgeable with Avaya CMS, or similar tool/system.
● Knowledgeable with IEX NICE, or similar tool/system.
● Knowledgeable with other call monitoring systems such as, but not limited to Cisco, I3 etc.
● Knowledgeable with other eWFM tools such as, but not limited to, Verint, Aspects etc.
● Knowledgeable with software applications including MS Word, Excel, Powerpoint and Access.
● Above average organizational skills, detail-oriented,
● Above average communication skills (verbal, written, and listening).

BEHAVIOR
● Lead by example – model corporate values; maintain professional appearance, behavior and confidentiality; meet individual productivity, attendance and quality standards; successfully complete required training, participate in staff meeting,
comply with Global Payments, Inc. policies and procedures.
● Self-motivated, displays a well-developed sense of urgency to ensure internal and external customers are served in a timely manner with deliverables.
● Ability to develop and maintain productive working relationships throughout the organization, and to manage conflict effectively.
● Demonstrate teamwork ability.
● Demonstrate ability to multitask in a fast paced environment.
● Provide a high degree of flexibility both with workload / tasks and shift schedule.

QUALIFICATIONS
Required:
● With college level coursework in Computer Science, Business Administration, Mathematics, Statistics, or a related field, or in lieu of college coursework, at least three years related customer contact center experience and two years of Analytics
Management experience.
● Experience as a Real Time Analyst for 6 – 12 months or Customer Service Representative for 18 – 24 months.
● Pass Analytics Assessment Tool.

CAREER PATH
Career path would be:
● Enterprise Support Strategic Analyst
● Enterprise Support Specialist
● Enterprise Support Team Leader