Realtime Analyst

2 weeks ago

Nairobi, Nairobi Area, Kenya lltronix Contact & Training Centre Full time

Calltronix Contact & Training Centre is a business communication and collaboration process automation company that utilizes the latest technologies and best industry practices to improve productivity, efficiency and accountability within organizations.

Summary

As a Realtime Analyst, you will work closely with Operations, to help monitor Incoming volumes In Queues, report on Daily attendance schedule adherence of Agents in real-time, ensuring optimum service levels are achieved to deliver consistent performance.

Roles and Responsibilities

Real-time and/or intra-day management of resources to ensure an accurate number of resources are scheduled appropriately and are available to support a forecasted volume of inbound and outbound calls required to meet service levels.

Monitor all contact and communication center sites, as well as adjust intra-day forecasts derived from business drivers to determine required staffing levels by projecting call volumes, call duration, as well as scheduled and unscheduled activities using current trends and historical data.

Run and analyze reports and make recommendations for adjusting staffing levels to meet departmental expectations and productivity goals.
Coordinates appropriate staffing allocation and availability of call center staff in order to achieve service level objectives.
Monitors site to ensure optimal staffing levels.

Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data.

Administers volume contingency action plans as deemed necessary and appropriate.

Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals.

Facilitates real-time discussions with necessary stakeholders.

Completes root-cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness.

Keys daily exceptions requests, updates schedules and responds to escalated issues and ad-hoc requests.
Ensures that all reports originating from the department are accurate and reliable.
Helps with the integration and implementation of new call center technologies.

Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position.


Qualifications:
Intermediate knowledge of call center management and all related calculations
Intermediate knowledge of various forecasting / scheduling software

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