Senior Real Time Analyst
5 days ago
Job Requisition ID #
25WD86561Role overview
As a Real-Time Analyst, you'll play a pivotal role within the Workforce Management team, contributing significantly to our overall success. Collaborating closely with the broader WFM team, your primary responsibility will be to ensure the consistent delivery of exceptional customer support in real-time. With prior WFM experience and a strong grasp of contact center operations, you possess a natural aptitude for analytical work and can swiftly communicate your findings. Your outstanding communication skills will enable you to establish strong relationships with internal teams.
Responsibilities
- Daily real-time monitoring of service levels across several different channels & languages
- Ensure there is sufficient schedule coverage for all modalities
- Maintain high level of accuracy whilst completing daily schedule change requests
- Oversee agent performance from all teams at all sites
- Ensure real-time adherence to expected capacity, comparing it to actual performance to achieve service level and key metric targets
- Complete root-cause analyses to determine and quantify reasons for missed service levels
- Compile and distribute performance-related reports
- Build and maintain strong relationships with key stakeholders
- Able to work both independently and collaboratively within a team across multiple time zones
Minimum Qualifications
- 4+ years of experience in a contact center environment
- 4+ years previous experience in Workforce Management with strong understanding of Real Time Management
- Proven experience with Calabrio or other WFM platforms (IEX, Verint, Aspect)
- Strong interpersonal and communication skills, enabling effective communication with diverse stakeholders.
- Exceptional problem-solving abilities, coupled with a creative mindset for improving models and processes.
- Advanced knowledge of Microsoft Office tools to include Excel, Access, Word, and PowerPoint
- Preferred software experience: Salesforce
#J-18808-Ljbffr
-
Senior Real Time Analyst
5 days ago
Dublin, Dublin City, Ireland Autodesk Full timeAutodesk Senior Real Time Analyst Dublin , Ireland Apply NowJob Description – Senior Real-Time AnalystAre you a strategic thinker with a passion for real-time workforce management? Do you excel in fast-paced environments and have a strong aptitude for optimizing operations? If so, we want you to join our Workforce Management team as a Senior Real-Time...
-
Senior Real Time Analyst
3 days ago
Dublin, Dublin City, Ireland Autodesk, Inc. Full timeJob Description – Senior Real-Time AnalystAre you a strategic thinker with a passion for real-time workforce management? Do you excel in fast-paced environments and have a strong aptitude for optimizing operations? If so, we want you to join our Workforce Management team as a Senior Real-Time AnalystAbout the RoleAs a Senior Real-Time Analyst, you will be...
-
Senior Real Time Analyst
6 days ago
Dublin, Dublin City, Ireland Autodesk, Inc. Full timeJob Description – Senior Real-Time AnalystAre you a strategic thinker with a passion for real-time workforce management? Do you excel in fast-paced environments and have a strong aptitude for optimizing operations? If so, we want you to join our Workforce Management team as a Senior Real-Time AnalystAbout the RoleAs a Senior Real-Time Analyst, you will be...
-
Business Analyst and Transformation Lead
5 days ago
Dublin, Dublin City, Ireland Real Time Recruitment Full timeJob Description:Real Time Recruitment is seeking a skilled Process Improvement Specialist for a permanent position based in Ireland. The ideal candidate will have a background in Business Analyst/Product Owner positions and encompass analyzing processes, driving efficiency, and fostering a culture of ongoing innovation and optimization across the...
-
Senior Operations Analyst
3 days ago
Dublin, Dublin City, Ireland Autodesk, Inc. Full timeMain ResponsibilitiesMentorship and Coaching: Provide guidance and development opportunities to help Real-Time Analysts excel in their roles.Real-Time Performance Monitoring: Monitor real-time performance across multiple channels and languages, ensuring adherence to service level agreements.Process Improvements: Identify and implement continuous process...
-
Real-Time Operations Specialist
3 days ago
Dublin, Dublin City, Ireland Autodesk Full time**Autodesk Senior Real-Time Analyst Dublin, Ireland**At Autodesk, we're seeking a highly skilled Senior Real-Time Analyst to join our Workforce Management team. As a key individual contributor, you will play a crucial role in ensuring the smooth execution of real-time workforce management strategies.**About the Role**As a Senior Real-Time Analyst, you will...
-
Real Time Workforce Optimization Specialist
5 days ago
Dublin, Dublin City, Ireland Autodesk Full timeAbout the Role:As a Senior Real-Time Analyst at Autodesk, you will be responsible for ensuring the smooth execution of real-time workforce management strategies. This involves coaching and developing Real-Time Analysts on the team, providing guidance and expertise to elevate their performance.Main Responsibilities:Mentorship and Coaching: Provide guidance...
-
Real-Time Operations Analyst
7 days ago
Dublin, Dublin City, Ireland Allianz Popular SL. Full timeWe are looking for a highly skilled Real-Time Operations Analyst to join our team at Allianz Popular SL. As a key member of our Direct Service Excellence Team, you will play a pivotal role in ensuring the success of our Sales and Distribution contact centre.About the JobThis is an exciting opportunity for a motivated and results-driven individual to lead...
-
Senior Developer for Oracle Databases
5 days ago
Dublin, Dublin City, Ireland Real Time Recruitment Full timeJob SummaryWe are looking for a Senior Developer with expertise in Oracle databases to join our team at Real Time Recruitment. The successful candidate will have a strong background in database development, Agile methodologies, and excellent communication skills.Key Responsibilities:Develop and maintain Oracle databases to meet business requirementsCreate...
-
Real-Time Performance Improvement Specialist
3 days ago
Dublin, Dublin City, Ireland Autodesk, Inc. Full timeWhat We're Looking ForWe are seeking an experienced and skilled Senior Real-Time Analyst to join our team. If you have a strong background in contact center environments, workforce management tools, and analytical skills, we want to hear from you!Requirements:6+ years of experience in a contact center environment, with at least 3+ years in a Real-Time...
-
Senior Software Engineering Leader
5 days ago
Dublin, Dublin City, Ireland Real Time Recruitment Full timeSoftware Engineering Leadership OpportunityWe are seeking an experienced Senior Software Engineering Leader to join our team at Real Time Recruitment. As a key member of our leadership team, you will be responsible for leading the design and implementation of cloud-based software solutions using .NET Core, .NET Framework, and Azure technologies.Key...
-
Real-Time Operations Manager
7 days ago
Dublin, Dublin City, Ireland Stripe Full timeWorkforce Management at StripeOur Workforce Management team plays a critical role in managing our growing support operations network. We consult on operational change initiatives, model support requirements, and manage workload and resource allocations to ensure an optimal user experience.Your RoleYou will run and coordinate real-time monitoring operations...
-
Business Insights Consultant
5 days ago
Dublin, Dublin City, Ireland Real Time Recruitment Full timeAbout the RoleWe are seeking a highly skilled Senior Analytics Consultant to join our team at Real Time Recruitment.The ideal candidate will have a proven history of delivering actionable insights and working collaboratively with senior business leaders.Key Qualifications:Demonstrated ability to derive actionable insights from large and complex...
-
Real-Time Workforce Strategist
3 days ago
Dublin, Dublin City, Ireland Autodesk, Inc. Full timeAbout the RoleAs a key member of our Workforce Management team, you will play a critical role in ensuring the smooth execution of real-time workforce management strategies. You will be responsible for coaching and developing Real-Time Analysts on the team, providing guidance and expertise to elevate their performance.You will serve as the escalation point...
-
Workforce Management Real Time Analyst
6 days ago
Dublin, Dublin City, Ireland Allianz Popular Sl. Full timeAs the trusted insurance partner to over 700,000 customers across the island of Ireland, Allianz plc has built a local and global brand based on trust, integrity and outstanding customer service for over one hundred years.Delivering fantastic customer experiences to our customers is the role of our team in Allianz Direct, who offer market leading products to...
-
Senior Performance Improvement Analyst
5 days ago
Dublin, Dublin City, Ireland Autodesk Full timeCompany Overview:Welcome to Autodesk, where amazing things are created every day with our software. From green buildings and clean cars to smart factories and big movies, we help innovators turn their ideas into reality. As a Senior Real-Time Analyst, you will play a key role in ensuring the success of our Workforce Management team.Job Description:The Senior...
-
Continuous Improvement Specialist
5 days ago
Dublin, Dublin City, Ireland Real Time Recruitment Full timeJob Summary:We are seeking an experienced Process Improvement Specialist to join our team at Real Time Recruitment. As a key member of our operations team, you will be responsible for driving process improvements across the organization, developing and implementing CI frameworks, collaborating with stakeholders, and leading process improvement projects.About...
-
Data Infrastructure Lead
5 days ago
Dublin, Dublin City, Ireland Real Time Recruitment Full time**About the Role:** We are seeking a skilled Data Architect to lead our client's data infrastructure efforts.As a senior IT Architecture professional, you will be responsible for designing and implementing complex data solutions.**Responsibilities:**Design and implement data engineering principles, operational data storage, data warehousing, BI, and...
-
Operational Efficiency Expert
5 days ago
Dublin, Dublin City, Ireland Real Time Recruitment Full timeAbout the Role:We are seeking a skilled Process Improvement Specialist to join our team at Real Time Recruitment. In this role, you will be responsible for driving process improvements across the organization, developing and implementing CI frameworks, collaborating with stakeholders, and leading process improvement projects. If you have a proven track...
-
Workforce Management Real Time Analyst
3 weeks ago
Dublin, Dublin City, Ireland Allianz Popular SL. Full timeAs the trusted insurance partner to over 700,000 customers across the island of Ireland, Allianz plc has built a local and global brand based on trust, integrity and outstanding customer service for over one hundred years.Delivering fantastic customer experiences to our customers is the role of our team in Allianz Direct, who offer market leading products to...