Real Time Analyst

Are you looking for new career growth opportunities in a fun and rewarding team environment?!

About Us:

S&P Data is a leading North American Contact Center with a state of the art work environment. With 6 locations in North America we have offices in Cleveland, Albuquerque,Troy and 4 locations in Canada as well as Work From Home. S&P Data employs over 2,500 Associates. S&P Data has maintained a client retention rate of over 90% and has doubled in size each of the past 3 years. Some of our accomplishments that we, AS A TEAM, have achieved include being named one of the Top 10 Call Centers in North America and our CEO winning the prestigious Ernst and Young Entrepreneur of the Year.

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:

• Demonstrate sound work ethic
• Must have advanced level Microsoft Excel skills – Including advanced formulas, also Word and Email
• VBA macros an asset
• Experience with IEX an asset
• Ability to create reports in Excel and forecast results
• Attention to detail and high level of accuracy
• Ability to multi-task, focus and complete reports for extended periods of time
• Previous call center experience required 
• Previous Work Force Management experience is considered an asset
• 1 years call center expierence

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 under 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
• Excellent attendance record
• Able to communicate professionally - oral and written
• Problem solving skills

WHAT WE OFFER YOU:

• Full time employment offering a competitive salary and paid training
• Comprehensive Employee Benefit Plan including medical, dental and vision care 
• Fun, friendly, casual work environment with an active social committee that keeps things interesting
• Advancement opportunities – We love to promote from within. You'll have the chance to apply internally for leadership roles as they come up.