Real Time Analyst Position Available In Richmond, Georgia

Real Time Analyst Coforge Limited – 3.6 Augusta, GA Job Details Full-time Up to $17 an hour 18 hours ago Benefits Health insurance 401(k) Qualifications Some college Microsoft Excel Management Call center Mid-level High school diploma or GED Analysis skills Forecasting Organizational skills 1 year Workforce management 2 years Communication skills Full Job Description We at coforge have an urgent opening for Real-Time Analyst (RTA) , this is an onsite role in Augusta,GA. Pay rate $17/hr on

W2. JOB SUMMARY

Responsible for real-time and/or intraday management of resources to ensure the correct number of agents at the right times are in their seats to answer an accurately forecasted volume of incoming calls at the desired service level. They will work with management across engagements to ensure adequate staffing, workflow monitoring, and contingency plans take place throughout the day. § Coordinates appropriate staffing allocation and availability of call center staff to achieve established service level agreements effectively and efficiently § Utilizes workforce management systems to monitor agents’ scheduled vs actual states and partners with leadership to act based on these observations § Monitors the call flows for multiple call queues to ensure optimal staffing levels § Identifies and captures trending call drivers with impacts on agent average handle time or increased/decreased call volume § Runs and analyzes reports volume to forecast and agent absence to make recommendations for adjusting staffing levels to meet departmental productivity and profitability goals § Facilitates real-time discussions with necessary stakeholders § Processes daily exceptions requests, schedule updates, and agent skill priorities § Responds to escalated issues and ad-hoc requests § Coordinates scheduled trainings, meetings, and other off-phone events § Proactively recommends overtime, voluntary time off, training times, etc. based on trending patterns and volumes § Helps with the integration and implementation of new call center technologies § Performs other duties as assigned

MINIMUM REQUIREMENTS

§ High School Diploma/GED or higher § Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail § Ability to communicate call center data/forecasts to all levels of employees in an understandable fashion § Capability of problem solving § Superior organizational skills § Excellent interpersonal and communication skills. § Must exhibit professionalism, enthusiasm and a positive, team-oriented attitude § Must possess a moderate proficiency with Microsoft Excel § Capability to identify and take ownership of an issue and have the confidence to analyze and understand it and to recommend actions. § Self-directed and able to work without close supervision in accordance with assigned duties

PREFERENCES

§ Some college desired with mathematical or statistical course work § 1+ year experience in trend analysis § 1+ year workforce management experience in a call center environment § Knowledge in Automatic Call Distribution (ACD) technology and experience with forecasting / scheduling software

Job Type:

Full-time Pay:

Up to $17.00 per hour Expected hours: 40 per week

Benefits:

401(k) Health insurance

Schedule:

Monday to

Friday Work Location:

In person