Real Time Analyst (Popayán)

Job Role and Summary

Modeling raw data by specific metrics, participating in the developing of excel based reporting solutions, analyzing data, and utilizing business strategies to improve operations performance. Manage systems in day-to-day work and monitor queues in real-time to identify and call out any risks to meeting contractual KPIs like Service Level/ Abandonment % / Line Adherence / Handling Capacity/

Duties and Responsibilities

1. Coordinates appropriate staffing allocation and availability of program staff in order to achieve service level objectives.

2. Monitors site to ensure optimal staffing levels.

3. 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.

4. Administers volume contingency action plans as deemed necessary and appropriate.

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

6. Facilitates real-time discussions with necessary stakeholders.

7. Keys daily exceptions requests updates schedules and responds to escalated issues and ad-hoc requests.