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Real Time Analyst

Please Note: The application deadline for this job has now passed.

Job Introduction

The Real Time Analyst will monitor the effectiveness of the forecast and the execution of the scheduling plan. This is performed on a real-time basis, along with analysing and communicating historical trends.

He/she must work as a member of the Workforce Management Team and serve as the first line of defence in understanding and addressing any variation from plan, including adjusting call center agent schedules, as needed, to ensure stable and optimal service levels.

Role Responsibility

The Real Time Analyst will be responsible for the following activities:

  • Continuously monitor Cisco and other such tools for incoming volume
  • Clarify volumes and associate adherence
  • Analyze variances in projected volume and staffing in real-time to determine when (or if) corrective action must be taken
  • Maintain communication channels regarding events that impact volumes
  • Update schedules in Calabrio WFM, as appropriate, and in coordination with the Workforce Management Team
  • Collect unplanned exceptions from schedule and enter in WFM Tool
  • Adjust and maintain agent skills
  • Understand and plan for events such as trainings, non-routine hours, etc. and communicate with Workforce Management Manager
  • Analyze volume patterns to manage work shifts, lunches and breaks
  • Maintain daily log of any issue impacting performance
  • Provide insight and expertise to local leadership and centralized Workforce Management Team
  • Develop and distribute relevant reporting to local leadership team
  • Actively and consistently support all efforts to simplify and enhance the customer experience
  • Performs other duties as assigned by the Head of Quality Assurance or line manager

The Ideal Candidate

  • Bachelor’s Degree (required)
  • 3+ years of experience in an analytical role (required)
  • 2+ years of Call Centre experience (required)
  • Workforce Management software experience (must) – Calabrio WFM Tool (preferred)
  • Must be self-motivated with the ability to work alone or with limited supervision
  • Ability to organize and present information
  • Excellent skills in organization, prioritizing and managing time
  • Excellent analytical skills and attention to detail
  • Excellent communication skills
  • Demonstrated proficiency in the Microsoft Office Suite, specifically with Excel and Access


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