Real Time Analyst Job in Kenya - Horizon Contact Centers

Real Time Analyst
 

Primary duties may include, but are not limited to: 

• Responsible for monitoring and reporting real time behaviors using adherence software and ACD real time displays 


• Monitor key call center performance metrics such as service level, ASA, occupancy, adherence, handle time, etc. 


• Provide real-time feedback to Work Force Management (WFM) and Operations management on the status of the campaign for quick problem solving and to maintain call traffic flow. 


• Required to change multiple agent skills with quickness and precision to manage daily workflow, including new hire set up, and reporting updates 


• Monitor same day and/or short term non-phone related tasks to distribute and manage workload 


• Monitor timely retrieve and accurately report all calls handled under duty phone management process. 


• Updating schedules to reflect change in staffing and reporting of attendance to operations 


• Updates schedules to ensure WFM system is able to provide statistical staffing requirements based upon current staffing availability. 


• Monitors and reacts to fluctuations in call volume as they occur in order to restore service levels as quickly as possible. 


• Schedules activities around forecasted call patterns. 


• Schedules off-phone activities when call volume projections are down. 


• Updates schedules to account for breaks, paid time off, tardiness, etc. 


• Assist in completing and developing reports and/or processes that increase the ability of the call center to effectively and accurately plan acceptable performance results 


• Provide informational updates regarding recent, current, and future state of the business 


• Provide timely status updates on related projects and initiatives 


• Other duties as requested

Skills Required
 

Job Related Competencies: 

• Minimum of 6 months of call center experience, 


• prior Workforce experience preferred 


• Knowledge of contact center fundamentals 


• Excellent analytical and problem solving skills 


• Excellent verbal and written communication skills 


• Strong customer focus with demonstrated success in problem solving, teamwork, adaptability, planning, decision making, and data analysis 


• Must be able to work in a fast paced environment handling multiple activities simultaneously 


• Must be self motivated, able to work independently and as a team member 


• Ability to exercise judgment and make sound decisions under pressure 


• Ability to easily communicate with agents and all levels of management


• Experience with workforce management products (IEX etc.) 


• Proficient with MS Office – specifically MS Excel 


• Excellent prioritizing, planning and organization skills Understanding of basic call center metrics, processes, and practices. 


• Ability to handle multiple projects and tasks simultaneously 


• Ability to work with others to resolve problems, handle requests or situations 


• Strong relationship building skills 


• Ability to adapt and openly accept change 


• Takes accountability for decisions and actions 


• Takes an active role in personal growth and development 


• Ability to handle sensitive information with the strictest of confidentiality 


• Ability to work a flexible schedule including evening and weekends as business needs demand

All applications should reach us by Friday 24th June 2016