Real Time Analyst

Description:
Prometric is seeking a Real Time Analyst (RTA) to be part of the Remote Assessments Team. This role will be responsible for real time monitoring of service levels & staff performance during the day to ensure effective management of incoming customer interactions. This position will work directly with BPO and in-house Operations Teams and will have high visibility.

Responsibilities:
• Daily real time monitoring of service levels for all queues for all sites (multiple geos & channels)
• Oversee Agent performance from all teams at all sites and keep Operations stakeholders informed
• Build and maintain strong relationships with key stakeholders from all sites
• Drive real-time adherence targeting expected capacity against actual performance to achieve service levels & efficiency metric goals
• Review and process time-off / overtime requests in real time
• Communicate changes to incoming contact patterns to Operations & broader WFM Teams. Act as main point of contact during escalations, facilitating communications between Operations and IT Teams
• Support changes within routing/skilling profiles
• Update and send ad-hoc/standard reports related to performance of each site, including but not limited to shrinkage, occupancy, latency, incoming volume and aux time on a daily, weekly, monthly basis
• Work closely with Team Leaders & Sr. Leadership (forecasting & scheduling) to ensure optimal staffing coverage on a daily & weekly basis
• Provide assistance to WFM Team as needed on additional ad-hoc continuous improvement projects

Basic Qualifications:
• 1+ years of experience in a contact center environment
• Intermediate Microsoft Excel skills
• Decision making & complex problem-solving skills
• Analytical with attention to detail
• Ability to build relationships quickly
• Demonstrated ability to analyze data, using data to drive decisions, and implementing effective resolutions
• Experience combining information from multiple data sources for root cause analysis, and take meaningful actions as a result
• Ability to maintain composure in critical situations and communication clearly (verbal & written) with stakeholders
• Flexible schedule including nights & weekends as needed

Preferred Qualifications:
• 1+ years of previous experience in a WFM or RTA role (scheduling, forecasting, reporting)
• Proven experience with Aspect, Calabrio, Verint or other WFM platform
• Advanced Microsoft Excel skills (lookups, pivot, index/match, SQL)
• Ability to prioritize & meet tight deadlines
• Explain data to all levels of business, adjusting style accordingly based on audience