Real-Time Analyst

3 weeks ago

Dublin, Dublin City, Ireland Teleperformance Full time
Overview

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 demands
  • Production of daily and weekly operational plans, flagging any operational pressure points and taking corrective action where necessary
  • Monitoring & 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 types
  • Capturing any exceptions to daily operational plans and feeding back to the management and/or Workforce planning team as and when required
  • Influencing all colleagues to reduce instances of non-adherence, leading with emotional intelligence and a coaching style / approach
  • Real Time decision making to ensure colleague operational focus areas are matched to customer demand
  • Liaising with all front-line colleagues on a real time basis to provide support / direction and ensure adherence to individual colleague schedules
  • Work collaboratively with the leadership team to ensure resource is allocated appropriately
  • Produce (day-by-day and week-by-week) analysis of operational delivery, with recommendations for change and improvement

What are we looking for?

  • Good Analytical Skills
  • Skills 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 / monitoring
  • Well-developed stakeholder management skills
  • Knowledge of core contact centre performance metrics
  • Real Time and Scheduling experience is desirable but not essential
  • Strong organisational and multi-tasking abilities
  • If 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 Excellence
  • Collaboration
  • Communication
  • Emotional Intelligence
  • Open-Mindedness
  • Critical Thinking
  • Solution Orientation
  • Entrepreneurship
  • AI Proficiency
  • Data Literacy
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