Real-time Analyst

3 days ago

Dublin, Ireland Cpl Healthcare Full time

The Real-time Analyst (RTA) is responsible for real-time and/or intraday management of resources to ensure the correct number of representatives area available at the right times to meet customer demand within established SLAs.

The ideal candidate has previous experience in a fast-paced, high-pressure role in a constantly changing business environment. They will be client orientated, enthusiastic, courteous, assertive, and motivated to take charge of both customer engagement and problem resolution.

Duties and Responsibilities

- In conjunction with the WFM Analysts, they are responsible for the administration of the automatic work delivery of teams, attributes, skillsets, and workload.

- Adoption and communication of global intraday and scheduling guidelines to stakeholders.

- Flagging and managing changes in the team’s workload capacity according to resourcing time off and shrinkage.

- Maintaining and updating time off trackers, schedule forecasting for weekends and public holidays in line with Market needs.

- Work in conjunction with Operations to ensure delivery and work on an action plan for delivery where there are concerns.

- Informing content analysts of Weekend instructions based on roster plan.

- Collaboration with counterparts for full coverage of service delivery expectations.

- Regular syncs with Team Leaders to review Queue performance and formulate action plans for improvements and maintenance.

- Enforce real time adherence in all Work Types and Markets within the scope of operation.

- Monitor the volume of contacts at interval level, as well as the proper use of activity codes, overall onsite/offsite shrinkage, variations in AHT, and any other real time events.

- Provide visibility and reporting capabilities of main KPIs related to intraday and scheduling functions.

Essential Competencies

The suitable candidate must have a passion for delivering, and formidable experience and working knowledge of:

- Excel knowledge.

- Ability to efficiently work to specified project delivery deadlines.

- Excellent Communication & interpersonal skills (Inc. giving feedback)

- Excellent attention to detail.

- Must be a good team player.

- Flexible and innovative.

- Excellent English level (spoken & written)

- Excellent Time management skills.

- Work well under pressure in a dynamic and fast paced environment.

Candidate Experience

- Proficiency in Office Suite, and advanced Excel skills (LOOKUP, INDEX, IFS, Pivot Tables, table arrays, macros)

- 1+ years of tenure in WFM intraday and scheduling positions.

- Proven experience in operating and directly handling a scope of more than 500 FTEs.

- Proven experience in scheduling distribution/bidding of more than 1000 FTEs.

- Knowledge in managing real time adherence in different lines of business in a multi-skill environment simultaneously (shrinkage, outages, under/overstaffing, etc.)

- Knowledge of WFM tools (Aspect, Verint, GENESYS, NICE)

Salary: €34,000 per annum (inclusive of shift allowance)

Location: Nova Atria, Blackthorn Road, Sandyford Business Park, Dublin 18

Hours: 40 hours per week Monday to Sunday (including Bank Holidays). Some weekend work is also required.

Contract Type: Permanent

Benefits: Health Care & Extensive Training & Development. Free access to Covalen Group Scheme website, 24-hour Employee Assistance Programme (EAP), Wellness Programme, Tax Saver Scheme, Bike to Work Scheme.

#J-18808-Ljbffr

  • Real-time Analyst

    1 day ago

    Dublin Pike, Ireland Cpl Solutions Ltd Full time

    Application Details In order to work in Ireland a non-EEA National, unless they are exempted, must hold a valid employment permit. Please review the Eligibility and requirements for an employment permit if you are unsure of your eligibility to apply for this vacancy. Job Description The Real-time Analyst (RTA) is responsible for real-time and/or intraday...

  • Senior Real Time Analyst

    3 weeks ago

    Dublin, Ireland Autodesk Full time

    Job 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 Analyst!About the RoleAs a Senior Real-Time Analyst, you will be a...

  • Senior Real Time Analyst

    3 weeks ago

    Dublin, Ireland Autodesk, Inc. Full time

    Senior Real Time Analyst page is loaded## Senior Real Time Analystlocations: Dublin, IRLtime type: Full timeposted on: Posted Todayjob requisition id: 25WD*******Job Requisition ID #**25WD*****Job Description**Job Description – Senior Real-Time Analyst****About the Role** As a Senior Real-Time Analyst, you will be a key individual contributor, ensuring the...

  • Senior Real Time Analyst

    3 weeks ago

    Dublin, Ireland Autodesk, Inc. Full time

    Senior Real Time Analyst page is loaded## Senior Real Time Analystlocations: Dublin, IRLtime type: Full timeposted on: Posted Todayjob requisition id: 25WD92198**Job Requisition ID #**25WD92198Job Description**Job Description – Senior Real-Time Analyst****About the Role** As a Senior Real-Time Analyst, you will be a key individual contributor,...

  • Senior Real Time Analyst

    3 weeks ago

    Dublin, Ireland Autodesk Full time

    Senior Real-Time Analyst role within the Workforce Management team.The role focuses on real-time workforce management strategy execution, coaching Real-Time Analysts, and serving as the escalation point for complex issues, driving process improvements, and managing key projects.ResponsibilitiesProvide mentorship and coaching to Real-Time Analysts, offering...

  • Real-time Analyst New

    1 week ago

    Dublin, Ireland CPL Full time

    The Real-time Analyst (RTA) is responsible for real-time and/or intraday management of resources to ensure the correct number of representatives area available at the right times to meet customer demand within established SLAs. The ideal candidate has previous experience in a fast-paced, high-pressure role in a constantly changing business environment....

  • Investment Management Oversight Analyst

    3 weeks ago

    Dublin, Ireland Invesco Real Estate Full time

    , and how to manage yourAs one of the world’s leading asset managers, Invesco is dedicated to helping investors worldwide achieve their financial objectives. By delivering the combined power of our distinctive investment management capabilities, we provide a wide range of investment strategies and vehicles to our clients around the world.If you're looking...

  • Equity Research Analyst

    7 days ago

    Dublin, Ireland Susquehanna International Group Full time

    Overview As an Analyst on Susquehanna's Research team, you will partner with our senior analysts and traders to identify investment opportunities in the equity or options market. Research analysts provide real-time opinions on breaking news and in-depth analysis of future volatility events. You will be responsible for finding opportunities that other market...

  • Equity Research Analyst

    3 weeks ago

    Dublin, Ireland Sig Susquehanna Full time

    OverviewAs an Analyst on Susquehanna's Research team, you will partner with our senior analysts and traders to identify investment opportunities in the equity or options market.Research analysts provide real-time opinions on breaking news and in-depth analysis of future volatility events.You will be responsible for finding opportunities that other market...

  • Equity Research Analyst

    3 weeks ago

    Dublin, Ireland Sig Susquehanna Full time

    OverviewAs an Analyst on Susquehanna's Research team, you will partner with our senior analysts and traders to identify investment opportunities in the equity or options market.Research analysts provide real-time opinions on breaking news and in-depth analysis of future volatility events.You will be responsible for finding opportunities that other market...