Real Time Analyst Job in Sitel Group

Summary of Primary Job Responsibilities: (may be used to create job postings)

• Attend weekly and daily staffing review meetings with management and forecast / scheduling analysts detailing previous and current week s performance and forecasted performance of remainder of current week and next week, while also identifying risks

• Co-ordination with client contacts and command center to expedite call flow, adjust staffing conditions

• Manage intraday staffing levels

• Monitor adherence levels

• Monitor/dispatch real-time ACD agent work state reports

• Approve discretionary activities to increase occupancy

• Increase staffing levels or modify call routing to increase service levels

Typical Qualifications: (education, experience, knowledge, skills and abilities typically needed to perform this job)

• 1-3 years of WFM experience in Real Time Management
• Minimum Higher Secondary Education
• Problem Solving Skills
• Good Communications Skills
• Basic Computer knowledge and Ms Office
• Knowledge of ACD like Avaya, Nortel and CC Pulse
• Working knowledge of Blue Pumpkin, IEX, eWFM etc.

Essential Functions: (describe job responsibilities necessary to achieve the position s purpose)

Importance

Essential Functions and Duties

Approximate % of Total Job

1

Adherence to the Plan Intraday Staffing and Shrinkages

40%

2

Monitoring of queues using RTM tools line CMS, IEX and Blue pumpkin

30%

3

Highlighting non-adherence instances and publish reports to the right people

20%

4

Communication via phone, email and in person

10%

5

Decision Making Authority: (describe the authority permitted by the job by indicating examples that illustrate the types of independent decisions expected by the incumbent and the types of decisions expected to be recommended)

Independent Decisions Expected

Recommendations Expected

• Adherence to the Plan Intraday Staffing and Shrinkages

• Monitoring of queues using RTM tools line CMS, IEX and Blue pumpkin

• Highlighting non-adherence instances and publish reports to the right people