Real Time Analyst (RTA)


Hamilton
Hamilton, Ontario

Last Day to Apply: July 13, 2018

Position:  Real Time Analyst – Full Time

Summary of Duties:

The Real Time Analyst is responsible for managing and ensuring that the service level agreements for various programs are met.

 

Main Responsibilities:

  • Manage the call volume, daily attendance and program break schedules.
  • Assist with creation if metrics and targets for services.
  • Work closely with the operations team to analyze and help improve their delivery processes.
  • Generate ideas for process and service improvement planning.
  • Produce daily, biweekly and monthly internal reports.
  • Use trends and reports to forecast requirements.
  • Assist with projects and other duties as requested or assigned.

 

Skills and Qualifications:

 

  • Flexible to work any schedule between 8AM and 1AM (AST), Sunday through Saturday
  • Excellent attendance record (if internal applicant)
  • Previous call center experience required
  • Ideally, previous WFM experience
  • Excellent computer skills (EXCEL, WORD, EMAIL etc)
  • Able to communicate professionally
  • Problem solving skills, coolness under pressure are highly valued.

 

Personal Attributes:

  • Ability to take initiative
  • Flexible team player with a positive attitude
  • Must have good time management with the ability to work with minimal supervision and tight timelines
  • Capable of managing multiple, simultaneous projects
  • Must be friendly and professional with a positive attitude
  • Organized with the ability to quickly and effectively adapt to change

#SPD1

 

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