|Job Category||Professional Consulting|
|Position Type||Full Time|
|Application Deadline||July 31, 2020|
|Experience Required||1 year|
MaxSys is currently looking for a Real-Time Analyst for our client. This is a temporary that can lead to permanent with benefits!
This role proactively manages and monitors work queues in an OMNI channel environment, to ensure compliance with Service Level Objectives. Reporting directly to the Director, Contact Centre Operations, the Real-Time Analyst makes real-time decisions to realign resources with the live work volumes. This position requires some evening availability as business needs arise.
Secondary school diploma is required
University Degree in areas such as Business, Statistics or equivalent work experience
Experience as a Real-Time Analyst/Intra-day Analyst preferred
Strong communication skills
Minimum of one-year experience in a multi-channel call center environment
Zendesk experience is an asset
Intermediate Microsoft Excel proficiency with experience applying formulas
Analytical skills to determine root causes and develop solutions
Ability to work well with minimal supervision
Bilingualism is an asset
Duties may include, but not limited to:
Administer workgroup queue assignments based on skill set, language and defined coverage models
Real-time queue monitoring and analyzing our customer contact arrival patterns, ensuring that volume channels are appropriately staffed at all times
Continually analyze and monitor live data, to ensure optimal staffing levels in each team at all times
Proactively manage and monitor work queues and real time operational activities, including Chat, Emails, Calls, active file count
Monitor supplier count, identifying trends in supplier activity
Real-time reallocation of resources to ensure continuity of coverage and optimal resource distribution
Proactively identifies and initiates appropriate actions, to ensure that service level objectives are met
Acts as a liaison between Operations and the Workforce Management Analyst
Prepare daily real-time and historical reporting that aligns with business objectives and service deliverable commitments.
Prepares and disseminate timely and accurate intraday reports to operations management and internal stakeholders
Completes root-cause analysis to determine and quantify reasons for service level objectives not met and/or forecast variance(s)
In collaboration with the Workforce Management Analyst, adjust intraday forecasts to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data.
Recommend the creation of short-cuts and templates based on identifying trends in the types of inquiries, to efficiently manage volume
Provide recommendations to enhance the approach to address business volume, including changes to the Interactive Voice System (IVR)
Administer volume contingency action plans as deemed necessary and appropriate.
Run and analyze reports with the result of making recommendations for adjusting staffing levels to meet productivity goals.
Facilitates real-time discussions with necessary stakeholders.
Creates new dashboard views and report views, as deemed necessary
Helps with the integration and implementation of new contact center technologies.
Assumes and performs other duties and responsibilities related to the role not specifically outlined herein
If you meet all the above requirements, please send your resume today to Katherine Spallin at:
*Please note, only qualified candidates will be contacted and the position could be filled prior to closing date. Thank you*