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Real Time Analyst

Job Category:

Administration / Corporate Services

Job Level:


Open Date:




Close date:


Client Industry:


Job Description and Qualification:

Working Arrangement


Job Description

Key Accountabilities:

General Responsibilities:

  • Responsible for monitoring multi-site real time adherence, logging adherence issues, monitors absent line, coding real time schedule changes in Verint and reports system outage/ down time
  • Ensures that calls are handled meeting SLA’s by checking, reviewing and flagging auxillary activities of agents who are scheduled to be taking in calls on a daily basis but are showing out-of-adherence
  • Actively manages volumes across sites to ensure optimal staffing levels
  • Handles schedule adjustments, process/approve agent VL applications, swap requests, overtime requests (based on need), offline activities and plot exception segments into the workforce tool on a daily basis
  • Communicates work schedules, monitor max waits for various call queues for the Canadian Division Contact Centre and queue performance for CGB
  • Monitor and report leave allocations to workforce management team that may trigger changes in staffing plan and schedules
  • Works with leaders and site managers to ensure adequate staff, maintain consistency of procedures and policies followed by CSP’s regarding Adherence and Conformance
  • Act as a single point of contact for WFM in MBPS Manila and Cebu regarding system downtime that impact production. Tracks and reports issues and resolution/recommendations with the guidance and directive of WFM Team.
  • Attend to email inquiries and participate in activities, including Ad hoc tasks, designed to improve customer satisfaction and business performance
  • Create accurate and timely reports that reflect the Service Level performance
  • Identify best practices and optimize the use of department technology to improve division efficiency and effectiveness

Minimum Skills Requirement to Hire:

Internal Applicants

  • Minimum tenure of one year in current role
  • Less than 2% Sick Leave Utilization in the past 6 months
  • Consistently meets or exceeds individual performance goals in  the past 6 months
  • No Disciplinary Actions in the past 6 months
  • Previous related work experience as Workforce or Real Time Analyst in a multi-site environment is preferred

Performance and Competency Requirements

  • Excellent working knowledge of call center operations, metrics and related technology
  • Knowledgeable in WFM Tools such as Verint Impact 360 ver 11, Avaya IQ
  • Proficiency in MS applications including Excel and Access including other relevant software
  • Completed Basic Excel Training, WFM Track and/ or WFM for Leaders with relevant output deployed post training
  • Strong PC skills with the ability to toggle between multiple applications  within Citrix
  • Excellent relationship management and negotiation skills, including conflict resolution. Ability to perform extensive job requirements in high pressure environment with little supervision
  • Attention to detail and the ability to identify trends and best course of remedial action to support service delivery

Minimum Skills Requirements to Go-live:

  • Knowledge of Canadian Contact Centre Operation processes
  • Knowledge of tools and resources utilized by the Workforce Team
  • High level of mathematical, statistical and analytical skills
  • Prepares well-composed oral and written reports and presentations for management and business unit audiences      
  • Demonstrated knowledge of relevant responsibilities of the role such as service level monitoring; queue, skillset and call allocation management driven, daily approvals/exceptions, etc.
  • Knowledge of system issue escalation procedures.