Real-Time Analyst (Bilingual)

LocationOttawa
Job CategoryProfessional Consulting
SP-ID23720
Position TypeFull Time
Application Deadline July 31, 2020
Experience Required1 year
Job DurationPermanent
Education RequiredN/A

MaxSys is currently looking for a Real-Time Analyst for our client. This is a temporary that can lead to permanent with benefits!
Role Overview:
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.
Qualifications:
 
Education:
• Secondary school diploma is required
• University Degree in areas such as Business, Statistics or equivalent work experience
Experience:
• Experience as a Real-Time Analyst/Intra-day Analyst preferred
• Strong communication skills
• Tech savvy
• 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: 
k.spallin@maxsys.ca 
 
*Please note, only qualified candidates will be contacted and the position could be filled prior to closing date. Thank you*