Call Centre: Real-Time Analyst


St John's, Newfoundland
St. John's, Newfoundland & Labrador
Posted On: September 06, 2018

WFM RTA Specialist – St. John’s

Main Responsibilities:

  • Monitor all supported queues/agents on a real-time basis, and work with front-line operations management to ensure resources are productive
  • Take ownership for service levels by working with Operations Management team to resolve issues
  • Provide real-time reports to Operations Management team on service level and resource-related issues
  • Central point of contact for reporting/escalating productivity issues
  • Respond to incoming calls and email inquiries, change requests, and escalations
  • All other duties as assigned or required by contact center leadership team

 

Skills and Qualifications:

  • Ideally 2-4 years contact centre experience
  • 1-2 years in a Workforce Management or Real-Time Analyst role would be an asset
  • A strong understanding and working experience with contact centre scheduling and monitoring software
  • TeleOpti and Avaya CMS experience would be an asset
  • Clear understanding of definitions related to metrics used in contact centre reporting, and the factors that influence their results
  • Proven ability to proactively coordinate with team members to deliver team objectives
  • Strong organizational and priority setting skills
  • Able to meet aggressive deadlines with multiple priorities and minimal supervision
  • Strong PC knowledge including advanced use of Microsoft Office suite, especially Excel
  • Excellent communication skills with the proven ability to initiate and cultivate positive working relationships with other functional units

ABOUT US:

S&P Data is a leading North American Contact Centre with a state of the art work environment. Operating since 2004, we are proud to be providing employment opportunities in 9 locations across Canada and the USA. We are currently looking for outstanding employees who are passionate about offering customers the best in today’s products and services.

We hold each other accountable to our Employee Charter:

Our Company...

  • Encourages collaboration and sharing of ideas
  • Communicates clearly and honestly across all levels of the organization
  • Provides opportunities for personal growth, career development, and continuous learning

Your leaders….

  • Lead by example and support and encourage you to perform
  • Participate in your ongoing development by providing regular, constructive feedback
  • Respect, support, and care for you

You…

  • Are the foundation and backbone of our company
  • Commit to doing the best you can by taking pride in your work
  • Respect our customers, coworkers, and leaders

INCLUSION AND EQUAL OPPORTUNITY EMPLOYMENT

S&P Data is an equal opportunity employer. We are committed to providing accommodations for applicants upon request at any stage of the recruitment process in accordance with all legislative requirements throughout Newfoundland. Please let us know if you require an accommodation due to a disability and we will work with you to address your needs.

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