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Real Time Analyst

Location: 

Spartanburg, SC, US, 29303

Req ID#:  73670

Summary of Primary 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.

 

 Experience Target:

  • One year of experience in workforce management – Preferably.
  • Scheduling software experience (IEX, InContact, Other) – Preferably.
  • Call Management System experience (AVAYA CMS) – Preferably.

 

 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

 

Skills

  • 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.

WE CREATE GREAT PLACES TO WORK.

Each of our unique locations are home to great people who love what they do. Sitel is a global leader in customer experience, and no matter which location you visit, you’ll soon become a part of our Sitel family.

Real Time Analyst


Nearest Major Market: Spartanburg
Nearest Secondary Market: South Carolina