The Real Time Analyst will act as a point of contact for business KPI insights & Trends. This role will be responsible for real-time data monitoring, analysis and interpretation.
Responsibilities
Real-time monitoring of call queues to secure coverage
Ensure adherence to schedules aligned with client´s requirements
Analyze agent activities to meet performance metrics
Manage call volume to ensure productivity and occupancy needs
Assist in metric creation to measure agent´s overall performance
Generate reports to visualize data, trends for decision making
Forecast needs to efficiently resources´ planning and allocation
Streamline & standardize the existing real-time data
Conduct and attend requirement gathering meetings to identify needs, concerns, and action plans
Take on agent tasks based on the product training received when required
Perform QA audits, reports and rebuttals when requested
Skills and Experience
1+ year experience in similar roles
English –Spanish Language (Oral and writing 85 % or higher)
Prior experience working as a Real Time Analyst
Advanced degree in a related field
Experience with real-time data streaming and processing
Bachelor’s Degree/University degree or equivalent experience
Advanced Excel skills (VBA is a plus)
Intermediate-Advanced Power BI skills
Strong professional, independent thinking skills with strength in problem solving and the ability to offer constructive opinions and creative solutions.
Ability to deal with ambiguity
Strong stakeholder management skills
Solid organizational skills, including prioritization and time management
Strong interpersonal, written and oral skills
Problem solving skills
Ability to summarize and communicate important data
