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24-7 Intouch: Real Time Analyst

24-7 Intouch

This is a Full-time position in Altamonte Springs, FL posted October 17, 2021.

About 24-7 Intouch24-7 Intouch is a global customer care and technology company that provides value-driven, future-forward solutions.

For over 20 years, we have been the people and technology behind the world’s biggest brands, empowering human potential through our artificial intelligence division, Laivly, and driving change for our client partners through actionable insights and analytics.For more on our culture, follow the link to Our Story https://youtu.Be/a6CvsUKYN8g About the JobThe Real Time Analyst loves the challenge of reporting and diagnosing trends in key performance metrics.

The ideal candidate will use their superb problem solving skills to thrive in a fast paced, entrepreneurial environment.This position will be responsible for real time management in support of operations monitoring, analyzing, call routing, operational reporting, minimizing impacting issues, communicating, and making changes that positively affect the real-time and command center performance.

This person has a deep understanding of how call centers function including scheduling, call queues, and forecasting volumes by half-hour segments.As Real Time Analyst, You Will…Monitor contact handling performance for all lines of business at all of our program’s sitesTake actions necessary to ensure service level targets and financial performance goals are consistently metProactively react to service delivery issues using call allocation and routing changes and/or staffing changesAllocate staffing resources to ensure external customers expectations are met within budgetNotify Operations Leaders and client of performance issues in a timely mannerUtilize the contingency plan, incorporating current trends to flex schedules as necessary by collaborating with site operations to solicit overtime or voluntary time off as appropriateMonitor schedules and escalate issues regarding attendance adherenceCommunicate with frontline team members to ensure they know their statistics related to the scheduleAssist Operations Leadership with revisions of work schedules, agent requests for time off such as vacation and personal daysEvaluate opportunities for down-staff/overtime and communicates recommendations accordinglyPartner with internal IT and with client resources as needed to manage and resolve service impacting eventsProvide daily feedback on service level metrics, highlighting both areas of success as well as areas of opportunityRecognize and interpret contact center data and metrics and make recommendations for changes to optimizes functionalityReview current processes of real time management to uncover potential opportunities for improved efficiencyInteract with client partners to assist with service-level related questionsExecute various ad hoc reporting requestsOther duties as assignedRequirementsAs Real Time Analyst, You Have…Some post-secondary or completion of post-secondary schooling (preferred)Workforce Management experience preferredExperience in client relationship management preferredMust have experience dealing with escalated issues in a contact center capacityProficient in the use of workforce management software preferredKnowledge of automated call distribution systems, such as Avaya and Oracle CMS preferredExcellent verbal and written communication skillsSolid analytical and problem solving abilitiesStrong attention to detail and accuracyMust have a high level of accuracy with regards to data being enteredStrong analytical and problem solving skillsProficiency in Microsoft Office and Intermediate Excel skills requiredStrong commitment to exceptional customer experience, and a high level of dedication, enthusiasm, motivation, and persuasive ability in a team and cross-functional environmentAbility to develop new ideas and creative solutionsWillingness to learn and adaptAbility to work independently with minimal supervision By signing this application, the applicant consents to 24-7 Intouch collecting, using and retaining his Her personal information for purposes relating to the application process and if hired, the employment relationship.Any and all personal information collected is held in the strictest confidence and in accordance with all applicable Privacy Laws.