Rta - Real Time Analyst (Workforce Management)

Main Responsibilities:
Manage the call volume, real time monitoring of intraday, and program break schedules.
Assist operations to maintain service level and create valuable report to do forecasting
Generate ideas for process and service improvement planning.
Use trends and reports to forecast requirements on a timely manner
Responsible to call out members not adhering to time schedule
Send out alert to operations regarding adherence performance and productivity on a daily, weekly and monthly basis
Monitor, report and consolidate for documentation of any system downtime
Effectively communicate to internal and external stakeholders any new and pending requirements to elevate service delivery
Initiate to offer overtime to meet billable hours requirements and effectively encourage to take advantage of it

Skills and Qualifications:
Demonstrate sound work ethic.
Must have advanced level Microsoft Excel skills – Including advanced formulas, also Word and Email
VBA macros an asset (preferably but not required)
Experience with IEX, CMS, Avaya, NiCe
Ability to create reports in Excel and forecast results.
Attention to detail and high level of accuracy.
Ability to multi-task, focus and complete reports for extended periods of time.
Previous call center experience required.
Previous Work Force Management experience is considered an asset.