Real Time Analyst

* Analyze information databases, historical data, and real-time information to create recommendations to improve daily objectives within the production team. * Monitor, maintain, and track inbound service level goals and department expectations. * Ensure real time inbound and outbound staffing levels are met though maintaining campaign statistics, campaign strategy, campaign scheduling, and agent performance. * Develop, produce, and distribute annual, monthly, and daily staffing requirements for the call center to ensure proper scheduling, forecasting, and smooth workload distribution. * Assist management with scheduling and forecasting and provide real time schedule adjustments and staff analysis. * Partner with other Real Time Analysts as necessary to continuously improve team performance and achieve departmental goals and objectives. * Knowledge, understanding, and compliance with all Federal, State, and Local laws and regulations. * Knowledge, understanding, and compliance with SST policies and procedures. * Maintain knowledge of functional area and company policies and procedures. * Provide feedback to management concerning possible problems or areas of improvement. * Make recommendations to implement improved processes. * Perform other duties as assigned by management. Skills required: * High English level > 85% * Call Center Experience (minimum 1 year) * Customer service oriented * Needs to be proficient in Excel (professional level) and all AMS Office package. * Minumum 6 months of experience in Staffing/Scheduling * Desired: Zeacom System Knowledge * University studies * No Criminal records * No Police records * Previous experience as a Real Time Analyst within a contact centre * The ability to influence others * Excellent communication skills * A sound understanding of the dynamics involved in the call flow and agent resourcing of a contact centre * Strong analytical and report writing skills We offer: * Excellent base salary according to experience * Additional Incentives * Private Life & Medical Insurance * Opportunity of Tuition Reimbursement * Security & Parking space * On site Bank & Cafeteria * Schedule flexibility