Junior Real Time Analyst (WFM - Workforce Management Professionals)
Skills Preferred
Job Description
The role of the real-time analyst is to manage the real-time and intraday schedules of our Player Support teams to ensure that forecasted volumes across numerous channels are staffed accordingly. Scheduling spans multiple channels with 17 languages and 23 nationalities and requires that we have the right number of advisors available on the right channels, at the right times to help deliver the best support possible, whilst also keeping the team happy. This will require agility, cultural sensitivity, and a great sense of humour. Additional responsibilities involve close monitoring of contact volumes, trends, incident management and tracking process data.
Responsibilities
Coordinate appropriate staffing allocation and availability of team members to achieve service-level objectives. Monitor multiple channels to ensure optimal staffing levels. Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data. Administer volume contingency action plans as deemed necessary and appropriate. Run, analyse, and develop reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and service level goals. Complete root-cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness. Handle daily exception requests, update schedules and respond to escalated issues and ad-hoc requests. Monitor incoming volumes to react to incoming trends and trigger necessary actions to escalate and mitigate spikes. Publish performance reports on a daily and weekly basis to stakeholders. Prepare and maintain monthly roster. Scheduling agents on Alviria according to the roster file.
Job Requirements
You like playing with Spreadsheets and databases at an intermediate or expert level (e.g., Excel and Access). 1-4 years of experience in Real Time Analyst activities. Problem solver, you can troubleshoot effectively in a technical/PC/Gamer/fast-paced support environment. Collaborative, you are a strong team player and able to work independently with minimal supervision. With your excellent written and verbal communication skills, you know how to adapt your communication to your audience Autonomous and creative, you can work on your own initiative and prioritize your workload, meet deadlines, and perform multiple tasks with attention to detail.
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