Horizon Contact Centers Real Time Analyst Job


Primary Responsibilities
Primary duties may include, but are not limited to:
  • Responsible for monitoring and reporting real time behaviors using adherence software and ACD real time displays
  • Monitor key call center performance metrics such as service level, ASA, occupancy, adherence, handle time, etc.
  • Provide real-time feedback to Work Force Management (WFM) and Operations management on the status of the campaign for quick problem solving and to maintain call traffic flow.
  • Required to change multiple agent skills with quickness and precision to manage daily workflow, including new hire set up, and reporting updates
  • Monitor same day and/or short term non-phone related tasks to distribute and manage workload
  • Monitor timely retrieve and accurately report all calls handled under duty phone management process.
  • Updating schedules to reflect change in staffing and reporting of attendance to operations
  • Updates schedules to ensure WFM system is able to provide statistical staffing requirements based upon current staffing availability.
  • Assist in completing and developing reports and/or processes that increase the ability of the call center to effectively and accurately plan acceptable performance results
  • Provide informational updates regarding recent, current, and future state of the business
  • Provide timely status updates on related projects and initiatives
  • Monitors and reacts to fluctuations in call volume as they occur in order to restore service levels as quickly as possible.
  • Schedules activities around forecasted call patterns.
  • Schedules off-phone activities when call volume projections are down.
  • Updates schedules to account for breaks, paid time off, tardiness, etc.
  • Manage transport inline agents working during the night scheduled for transport.
  • Other duties as requested
Skills Required
Job Related Competencies:
  • Minimum of 6 months of call center experience, prior Workforce experience preferred
  • Knowledge of contact center fundamentals
  • Excellent analytical and problem solving skills
  • Excellent verbal and written communication skills
  • Strong customer focus with demonstrated success in problem solving, teamwork, adaptability, planning, decision making, and data analysis
  • Must be able to work in a fast paced environment handling multiple activities simultaneously
  • Must be self motivated, able to work independently and as a team member
  • Ability to exercise judgment and make sound decisions under pressure
  • Ability to easily communicate with agents and all levels of management
  • Experience with workforce management products (IEX etc.) Proficient with MS Office – specifically MS Excel
  • Excellent prioritizing, planning and organization skills
  • Understanding of basic call center metrics, processes, and practices.
  • Ability to handle multiple projects and tasks simultaneously
  • Ability to work with others to resolve problems, handle requests or situations
  • Strong relationship building skills
  • Ability to adapt and openly accept change
  • Takes accountability for decisions and actions
  • Takes an active role in personal growth and development
  • Ability to handle sensitive information with the strictest of confidentiality
  • Ability to work a flexible schedule including evening and weekends as business needs demand
  • College Diploma or higher in mathematical or statistical Business Administration, Finance, Accounting, Economics, Marketing or Computer Science course work.
  • Minimum of one (1) year of WFM experience in a multi-channel call center environment
  • Minimum of one (1) years of experience in trend analysis
  • Spreadsheets with intermediate formula application and database software (e.g. Excel and Access) experience required
  • Knowledge in Automatic Call Distribution (ACD) technology and experience with forecasting / scheduling software
  • Experience utilizing a major ACD system.
  • Ability to maintain punctual and regular attendance
  • Ability to multi-task efficiently while working on multiple computer programs, communicating with departments and/or clients, and interacting with team members
  • Skill in researching, thinking critically, and exercising good judgment when answers aren’t apparent
  • Ability to respond and adapt to rapid change and responsibility
  • Demonstrates proficiency in navigating Windows Operating System, including the ability to launch applications, browse and search for files, save and store files, and reboot a computer.


How to Apply

Interested and qualified candidates should their applications to [email protected] clearly indicating the position on the subject line.
All applications should reach us by 5th October 2016