Job Description

We at coforge have an urgent opening for

Real-Time Analyst (RTA)

, this is an onsite role in south Charleston, WV. 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
Work Location: In person