Real Time Analyst
full-time•Managua
About this role
Overview
The Real-Time Analyst manages and/or balances service levels for the call center across programs, internal locations, lines of business and products. The analyst manages the performance of the call center according to any contractual agreements and internal goals; the focus is to create positive experiences for customers while maintaining an efficient call center enterprise.
Responsibilities
- Monitors real-time call volume and schedule conformance to efficiently utilize staffing resources and to meet any necessary contractual obligations
- Coordinates and manages same day and/or short-term off-line event scheduling for call center agents while maintaining acceptable performance of the call center
- Provides the WFM Scheduling team future exceptions for scheduling in IEX in order to consistently maintain appropriate staffing levels
- Monitors CMS and RTA to assist the management teams with acceptable agent adherence to schedules
- Analyzes trends such as call volume, AHT, and attendance to understand and plan for potential overstaffing/under staffing conditions; adjust plans prior to and/or same-day based on the ability of the call center to attain appropriate performance results
- Manages agent profiles within CMS to best utilize all staffing resources
- Monitors available reports to effectively manage the performance each call center business and/or product to acceptable results
- Participates in Help Desk calls to relay how issues are impacting the call center
- Assists in the development of all reports and/or processes that increase the ability of the call center to effectively and accurately plan acceptable performance results
- Effectively communicates call center performance and information by providing the business informational updates regarding the recent, current, and future state of the business.
- Schedule daily, weekly, monthly meetings to communicate information to WorkForce Leaders to set expectations and confirm business needs to allow the business to make sound decisions
- Provides the business with timely status updates on projects and initiatives
- Complete necessary reports, ad hoc reports as required
Qualifications
- Bachelor’s Degree (any field) or equivalent work experience
- At least 6 months experience specializing in Real-Time Monitoring or Workforce Analysis (for external candidates)
- Advanced knowledge in MS Office, especially MS Excel and relevant WF tools such as IEX and CMS.
- Knowledge in problem-solving processes
Skills
- Strong communication skills
- Above average reporting skills
- Excellent analytical skills
- Must possess effective organizational skills and time management skills
Abilities
- Ability to work on several projects simultaneously
- Ability to come up with sound and accurate decisions in any given circumstance
- Ability to exhibit professionalism
- Demonstrated ability to work with a team
- Demonstrated ability to communicate effectively and professionally with internal and external associates
- Ability to work independently with minimal supervision, meeting multiple deadlines in a high-pressure environment.
Ability to work a flexible schedule (graveyard/shifting schedule)
What you'll do
- The Real-Time Analyst manages and balances call center service levels across various programs and lines of business by monitoring real-time volume and schedule conformance to ensure efficient staffing and meet contractual obligations. This role involves coordinating short-term scheduling changes, analyzing performance trends, and communicating operational status updates to management and business stakeholders.
About ibex
ibex delivers innovative business process outsourcing (BPO), smart digital marketing, online acquisition technology, and end-to-end customer engagement solutions to help companies acquire, engage and retain valuable customers. Today, ibex operates a global CX delivery center model consisting of approximately 30 operations facilities around the world, while deploying next generation technology to drive superior customer experiences for many of the world’s leading companies across retail, e-commerce, healthcare, fintech, utilities and logistics.
ibex leverages its diverse global team of more than 36,000 employees together with industry-leading technology, including the AI-powered ibex Wave iX solutions suite, to manage nearly 170 million critical customer interactions annually on behalf of our clients, driving a truly differentiated customer experience. To learn more, visit our website at ibex.co and connect with us on LinkedIn.
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Frequently Asked Questions
What does a Real Time Analyst do at ibex?
As a Real Time Analyst at ibex, you will: the Real-Time Analyst manages and balances call center service levels across various programs and lines of business by monitoring real-time volume and schedule conformance to ensure efficient staffing and meet contractual obligations. This role involves coordinating short-term scheduling changes, analyzing performance trends, and communicating operational status updates to management and business stakeholders..
Is the Real Time Analyst position at ibex remote?
The Real Time Analyst position at ibex is based in Managua, Managua, Nicaragua. Contact the company through Clera for specific work arrangement details.
How do I apply for the Real Time Analyst position at ibex?
You can apply for the Real Time Analyst position at ibexdirectly through Clera. Click the "Apply Now" button above to start your application. Clera's AI-powered platform will help match your profile with this opportunity and guide you through the application process.