Real-Time Analyst (Data Analyst)

THIS POSITION IS FOR ONE OF ORBIT JOBS CLIENTS

Our client is looking for a Real-Time Analyst (Data Analyst)

Responsibilities:

• Analyses trends such as call volume, AHT, latency, utilization, shrinkages, and attendance to understand and plan for potential overstaffing/understaffing conditions; adjust plans prior to and/or same day to enable teams to attain appropriate performance results.
• Schedule daily, weekly, monthly meetings to communicate information to Work Force Leaders and management to set expectations and confirm business needs to allow the business to make better decisions.
• Coordinates and manages same day and/or short-term off-line event scheduling for moderation agents while maintaining acceptable performance of the center.
• Complete necessary reports, ad hoc reports as required.
• Provides the business with timely status updates on projects and initiatives.
• Monitors real-time work volume and schedule conformance to efficiently utilize staffing resources and to meet any necessary contractual obligations.
• Participates in Help Desk calls to relay how issues are impacting the centre performance.
• Effectively communicate center performance and information by providing reports and updates regarding the recent, current, and future business productivity.
• Assists in the development of all reports and/or processes that increase the ability of the center to plan and predict performance effectively, efficiently and accurately.

Qualifications:

• Creative thinker, good problem-solving and analytical skills.
• 1 year of experience working in a call center or BPO environment highly desired.
• Good Organizational, time-management skills and good work ethic.
• Advance skills with MS Office and Google suite.
• In-depth knowledge of managed services industry performance metrics.
• Willing to work on public holidays and shifting schedules including night shifts.
• Excellent communications skills, speaking, reading and writing in English and Bahasa.
• Minimum 1 year experience as RTA or in any Workforce Management related field.