Real Time Analyst

• Provides exceptional internal customer service by communicating proactively via IM, email, and/or phone with call center stakeholders to achieve targeted service level and other quality standards.
• Ability to apply critical thinking skills and use decisive judgement under minimal supervision to make important business decisions.
• Utilises a variety of software such as Alvaria real time adherence, Alvaria eWorkforce management, Cisco and Aceyus to monitor real time adherence and respond to call centre call drivers.

• Responds and reacts to call centre call drivers such as outages and planned or unplanned events to ensure the company meets service level targets.
• Enters and adjusts employee exceptions including updates to schedules via the alarms process taking call outs or working the shared inbox.
• Responds to meeting, project coaching request shift change requests and other requests to approve or deny the activity.
• Proactively works to facilitate, approve or deny overtime, generate overtime schedules, voluntary time off, and other requests.
• Maintain records of all outages with all specific time stamps and follow up actions if applicable.
• Communicates non-compliance to supervisors via email and/or verbally.
• Initiate emergency procedures as needed.
• Assists in data gathering and report preparation.
• Other duties as assigned.