Job Description
About IntouchCX
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
About the Job
We’re looking for a Senior Real Time Analyst will be responsible for real time management in support of operations monitoring, analyzing, call routing, operational reporting, minimizing impacting issues, communicating, and making changes that positively affect the real-time and command center performance.The ideal person will have a good understanding of how contact center functions including scheduling, call queues and forecasting volumes by half-hour segments.
As Senior Real Time Analyst, You Will…
• Monitor client enterprise service KPIs (service level) and staff performance across all vendors throughout the day
• Intraday Management
• Facilitate daily syncs with clients/vendors to review performance
• Monitor forecast vs actual governance at the enterprise level (service KPIs, handling capacity, shrinkage, handle time, service levels)
• Re-forecast within the day to project staffing gaps and share across the network to address over/under staffing
• Communicate directly with the stakeholders on trends, staffing levels, and mitigation tactics needed to improve service levels performance
• Perform root cause analysis (end of day) & provide updates to enterprise network & leadership team
• Track daily/weekly/monthly performance and provide context
• Provide regular feedback to the planning and scheduling team
As Senior Real Time Analyst, You Have…
• A University education with a technical background is preferred
• 3+ years previous call center experience required
• Minimum 3 - 5 years WorkForce Management experience is required
• Advanced level of MS Excel/Google sheets
• Ability to create charts/graphs
• Excel/BI/Reporting tools certifications will be an asset
• Additional languages would be an asset
• Ability to identify emerging trends, measure impact on the business and use good judgment
• Experience in facilitating meetings
• Proactively distill and analyze data, charts, and graphs into actionable insights & present recommendations to stakeholders and other audiences
• Able to collaborate with client’s cross-functional teams and RTA teams
• Clear and concise, written and verbal communication skills
• Fundamental understanding of call center metrics
