Job Title : Real Time Analyst / Workforce Management

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, real time monitoring of intraday, and program break schedules.

 Assist operations to maintain service level and create valuable report to do forecasting

 Generate ideas for process and service improvement planning.

 Use trends and reports to forecast requirements on a timely manner

 Responsible to call out members not adhering to time schedule

 Send out alert to operations regarding adherence performance and productivity on a

daily, weekly and monthly basis

 Monitor, report and consolidate for documentation of any system downtime

 Effectively communicate to internal and external stakeholders any new and pending

requirements to elevate service delivery

 Initiate to offer overtime to meet billable hours requirements and effectively encourage to

take advantage of it

 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 (preferably but not required)

 Experience with IEX, CMS, Avaya, NiCe

 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.

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 adapt quickly and effectively to change.

 Excellent attendance record

 Able to communicate professionally - oral and written.

 Problem solving skills.