Real-Time Operations Analyst
hace 2 semanas
ContactPoint 360 is a leading global Business Process Outsourcing (BPO) company, recognized for its award-winning culture and commitment to innovation.
We are a Canadian privately-owned family company, proud of our entrepreneurial spirit and cherished family values. Our team of over 3500 passionate and successful individuals spans across Canada, the US, Colombia, Mexico, Jamaica, India, Greece, and the Philippines.
Job SummaryWe are seeking a highly skilled Real-Time Operations Analyst to join our team. As a key member of our contact center operations team, you will be responsible for monitoring and managing real-time contact center activities, ensuring exceptional customer experiences and meeting our service level targets.
Key Responsibilities- Monitor real-time contact center activities, including incoming call volumes, agent availability, service level metrics, and other key performance indicators (KPIs) using real-time monitoring tools and reports.
- Ensure that agents adhere to their assigned schedules, breaks, and other activities according to the predetermined workforce management plan.
- Manage service level performance, ensuring that the contact center meets its service level targets, such as average speed of answer (ASA), response time, or abandonment rate.
- Handle escalations in situations like unexpected spikes in contact volume or when service level targets are at risk.
- Generate real-time and historical reports on contact center performance, including service level metrics, queue statistics, and other relevant KPIs.
- Communicate effectively with contact center supervisors, team leaders, workforce management teams, and other stakeholders.
- Workforce management experience: Prior experience in real-time analysis and workforce management within a contact center or customer service environment is typically required.
- Analytical skills: Ability to analyze and interpret data, identify trends, and make data-driven decisions.
- Strong communication skills: Excellent verbal and written communication skills to effectively communicate with contact center agents, managers, and other stakeholders.
- Problem-solving abilities: Proactive mindset and the ability to quickly identify and address operational challenges.
- Time management and organizational skills: Ability to prioritize tasks, manage multiple responsibilities, and meet deadlines in a fast-paced environment.
- Familiarity with key contact center metrics such as service level, average handle time (AHT), occupancy, and adherence to schedule.
- Competitive salary
- Comprehensive benefits package
- Medical expenses coverage
- Life insurance
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