Position Summary: Horatio is seeking to hire an RTA (Real-Time Analyst) to join the Workforce Management team.
The RTA will be responsible for real-time monitoring of service levels and site performance during the day to ensure effective management of voice and non-voice volume.
This position will have high visibility to all the operations teams.
Responsibilities: Time administration and attendance tracking of employees, to ensure the accuracy of work records.
Monitoring employee performance against work schedules and real-time productivity through applications.
Communicating in real-time to the Operations leadership team about employees who pass schedule adherence and productivity thresholds.
Informing employees and/or supervisors about schedule changes.
Should be able to handle contingency and communicate the same to stakeholders.
Informing the executives and leadership teams of actual performance & productivity of employee KPIs to promote the achievement of KPI targets.
Knowledge and Exposure in contact centers are a must.
Demonstrate a sound work ethic.
Strong data analysis capabilities.
Ability to interpret and act on real-time data.
Proficiency with workforce management (WFM) software and tools.
Ability to adapt to changing priorities and demands.
Strong verbal & written skills.
Problem-solving skills.
Ability to convey complex data insights to non-technical stakeholders.
Outstanding time management skills.
Ability to multitask and prioritize daily workload.
Attention to detail & accuracy.
Excellent communication & people skills for daily interactions with clients and Associates.
Advanced knowledge of G-Suite, especially Google Sheets/Docs/Slides.
Should have experience working with CRMs.
Familiarity with contact center metrics and key performance indicators (KPIs).
Schedule flexibility.
Education and Experience: Bachelor's degree in Business Administration, Statistics, Computer Science, or a related field (preferred but not required).
Relevant certifications in workforce management or data analysis are a plus.
Previous experience in a BPO environment, preferably in a real-time analyst or workforce management role.
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