Job Title:
Real Time Analyst
Job Description
Responsible for real-time and/or intraday management of resources to ensure the correct number of agents at the right times are in their seats to answer an accurately forecasted volume of incoming calls at the desired service level.
Analyst I, WFM RTA is responsible for planning, coordinating and analyzing interaction volume data in order to meet internal and external service level objectives. If you have experience and are looking for a unique opportunity to showcase your capabilities and potential, we need to talk!
Position Summary and Responsibilities:
- Primarily responsible to generate performance reports and provide input and recommendation on reporting, and analysis based on performance trends.
- Required to follow the planned data collection, including the types of data and time of data to be captured.
- Implement reporting changes within the scope of assigned responsibilities for both internal and external clients.
- Delivery of all designated reporting activities as detailed in Service Menu to agreed timelines and quality both internally and externally.
- Automate reports to reduce inefficiencies by designing macros.
- Define reporting requirements and specifications to meet company’s business needs.
- Coordinate activities to ensure the external audit readiness of measurement data if required.
- Coordinate activities to collect, analyze and report the information.
- Interpret instructions and issue arising according to administrative policies and procedures and coordinate with other departments as needed.
- Recommends establishment of new or modified reporting methods and procedures to improve report content and completeness of information.
Requirements
- Excellent knowledge of Microsoft Office Suite
- Excellent customer service skills
- Above average numerical and analytical ability.
- Great communication skills (English B2).
- Self-starter and independent.
- Previous experience as RTA or related jobs
- Power BI is a plus
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#LATAMCNX
Location:
NIC Managua - Kakau
Language Requirements:
English
Time Type:
Full time
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