Real-time Analyst

4 weeks ago

Dublin, Dublin City, Ireland Teleperformance Full time
Position
Summary: As a Real-Time
Analyst, you will play a critical role in optimizing our contact
centre s operational efficiency by monitoring and managing
real-time activities., driving Schedule Adherence and Conformance.
You will be responsible for ensuring that our service level
agreements are met, while also maintaining a productive and
motivated team. Key
Tasks/Responsibilities Work Closely with the WFM Analyst
SME resource to effectively plan, and resource to Customer
resourcing demandsProduction of daily and weekly operational plans,
flagging any operational pressure points and taking corrective
action where necessaryMonitoring & amending colleague schedules to ensure
that all activities are planned appropriately, and Schedules are
geared to improving SLA's ( In Week/ Future
Outlook)Management of the telephony queues, reprioritising
skills where necessary to ensure consistent performance across all
call typesCapturing any exceptions to daily operational plans and
feeding back to the management and/or Workforce planning team as
and when requiredInfluencing all colleagues to reduce instances of
non-adherence, leading with emotional intelligence and a coaching
style / approachReal Time decision making to ensure colleague
operational focus areas are matched to customer
demandLiaising
with all front-line colleagues on a real time basis to provide
support / direction and ensure adherence to individual colleague
schedulesWork
collaboratively with the leadership team to ensure resource is
allocated appropriatelyProduce (day-by-day and week-by-week) analysis of
operational delivery, with recommendations for change and
improvement What are we looking
for? Good Analytical SkillsSkills in using a Workforce
Management tool (2 years) preferred ( Willingness and adaptability
learning new systems and tools) for relevant Real Time Monitoring
necessary.Good
working knowledge of contact centre Telephony for performance
reporting / monitoringWell-developed stakeholder management
skillsKnowledge
of core contact centre performance metricsReal Time and Scheduling experience
is desirable but not essentialStrong organisational and multi-tasking
abilitiesIf you are a results-driven individual with
a passion for real-time management and a commitment to delivering
exceptional customer service, we encourage you to apply and be part
of our team.  Minimum Skills   Process ExcellenceCollaboration Communication Emotional
Intelligence Open-Mindedness Critical
Thinking Solution Orientation EntrepreneurshipAI ProficiencyData
Literacy

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