3 Days Left 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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