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Real Time Analyst

Req ID#:  154719

Las Vegas, NV, US, 89119

Real Time Analyst

Operations

At Sitel, many of the world's best brands trust us to create authentic connections with their customers every day. We are backed by 30+ years of industry-leading experience and the entrepreneurial spirit of our founders. Our global presence spans 80,000 associates, 27 countries and 150 locations.

 

This is an opportunity to join a global company that's redefining the way brands connect with their customers. Working at Sitel is more than a job, it’s a career. In fact, 93% of our management positions are filled internally. Are you ready to join?

SUMMARY OF JOB RESPONSIBILITIES

This position’s primary area of responsibility is to ensure team and agent level activities are aligned in order for the account to maintain Service Levels. This can be done by:

Communicating with members of Central Workforce Management and Global Command Centers during the day to day Hours of Operation.

Directly interact with Supervisors and Agents to make adjustments to schedules and activities in real time focusing on maximizing the windows of availability.

Partner with Operations and Scheduler to make recommendations in the planning of future activities.

Enter, maintain, and manage associate’s schedules in IEX/BP/InContact or any other client provided tool.

Driving efficiency and proper utilization of Shrinkage– PTO, VTO, Absenteeism, Breaks, Lunches, etc

Consolidate information gathered from interactions with Supervisors and Agents, listening to phone calls, and in some cases handling phone calls, to report trends or issues impacting Volume, Average Handle Time, or inability to handle customer’s concerns.

In some cases, provide support maintaining rosters and generate reports as required.

Follow the guidance of the Workforce Coordinator or Workforce Manager to support the business. 

 

KNOWLEDGE/SKILLS/ABILITIES

Proven experience communicating with peers and associates.

Ability to evaluate requirements and make sound recommendations.

Ability to deal with and Manage conflict.

Minimum keyboarding speed of 30 WPM

Strong application usage and problem-solving skills.

Strong attention to detail and sense of urgency.

Strong organizational and follow-through skills.

Demonstrated negotiation and rapport-building skills.

Good communication skills.

Ability to use a computer, including proficiency using Microsoft Word and most importantly Excel.

 

EDUCATION

Two-year college degree or equivalent combination of education and experience.

 

EXPERIENCE TARGET

One year of experience in workforce management – Preferably.

Scheduling software experience (IEX, InContact, Other) – Preferably.

Call Management System experience (AVAYA CMS) – Preferably.

 

ADDITIONAL REQUIREMENTS          

Must have at least 6 months tenure

 

Must have 4 or less occurrences

 

Must not be on any correctives for conduct or performance

 

Must have an AHT of 850 (CS)  450  (APPL) or below for the past 90 days

 

Must have an ACW of 30 seconds or below for the past 90 days

 

Must be meeting NPS goal for Q2

 

Good communication and people skills


 

Real Time Analyst

Apply now »