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Real Time Analyst

extra holidays - fully flexible
Remote: 
Full Remote
Work from: 
India

Offer summary

Qualifications:

Experience with WFM software (Calabrio/Cisco) preferred., Proficient in Excel and Windows programs., High School Diploma or GED required..

Key responsabilities:

  • Monitor calls and staff availability in real-time.
  • Adjust call allocations based on real-time analysis.
  • Report and address telephony issues promptly.
  • Handle agent adherence and exception management.
Experian logo
Experian Information Technology & Services XLarge http://www.experianplc.com/
10001 Employees
HQ: Costa Mesa
About Experian
Experian unlocks the power of data to create opportunities for consumers, businesses and society. During life’s big moments – from buying a home or car, to sending a child to college, to growing a business exponentially by connecting it with new customers – we empower consumers and our clients to manage data with confidence so they can maximize every opportunity. We gather, analyse and process data in ways others can’t. We help individuals take financial control and access financial services, businesses make smarter decision and thrive, lenders lend more responsibly, and organizations prevent identity fraud and crime. For more than 125 years, we’ve helped consumers and clients prosper, and economies and communities flourish – and we’re not done. Our 16,000 people in 37 countries believe the possibilities for you, and our world, are growing. We’re investing in new technologies, talented people and innovation so we can help create a better tomorrow. About Experian: Bringing data to life requires creativity, passion, flexibility and expertise. We want you to share in our success. That's why we offer rewards that recognise great performance. Working in a culture of collaboration, achievement and respect we will give you the support and encouragement you need to develop your skills and talents and progress your career. Everyday our people bring enthusiasm, innovation and inspiration to work and if this sounds like you connect with us at Experian. Read more at https://www.experianplc.com/careers/ Please note only shortlisted candidates will be contacted Our diverse workforce is part of the reason for our success. We want everyone to succeed, irrespective of their gender, ethnicity, sexuality, physical ability or age.
See more Experian offers

Job description

Company Description

Experian is a global data and technology company, powering opportunities for people and businesses around the world. We help to redefine lending practices, uncover and prevent fraud, simplify healthcare, create marketing solutions, all using our unique combination of data, analytics and software. We also assist millions of people to realize their financial goals and help them save time and money.

We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more industry segments.

We invest in people and new advanced technologies to unlock the power of data. As a FTSE 100 Index company listed on the London Stock Exchange (EXPN), we have a team of 22,500 people across 32 countries. Our corporate headquarters are in Dublin, Ireland. Learn more at experianplc.com

Job Description

The Workforce Management Real Time Analyst position is responsible for making performance and staffing level call outs to optimized service level and utilization delivery. Provide a great customer and employee experience by delivering real-time (intra-day) management while achieving business objectives and key performance metrics. A clear understanding of how planning/forecasting staff requirements translate to optimal real-time (intra-day) management to support multi-department contact center operations is optimal.

 

Key Responsibilities:

  • Conduct real-time monitoring of queues and skill sets, regardless of the location, and identifying intra-day trends.
  • Report and work closely with the Operations and System Teams to manage and resolve downtime and telephony issues.
  • Make adjustment to call allocations by the real-time trends.
  • Conduct real-time monitoring of agents through real-time adherence view to ensure schedule adherence and notify support personnel on the floor to resolve adherence issues.
  • Handle agents' daily exception management of our Calabrio system.
  • During low call volume, determine the business needs and allocate resources to alternative tasks or queues, or work with members of management to determine if voluntary time off can be offered.
  • Update reporting for agents, teams, and programs to provide analysis of areas of opportunity, AHT, SLA, Schedule Adherence, SVL stats for previous day, WTD, and MTD.
  • Send out hourly performance updates including interval and intraday SVLs, % to forecast, ASA, and callouts.
  • Responsible for tracking attrition, absenteeism, and unproductive hours in real time.
  • Determine if additional off phone activities can be scheduled or recommendation to cancel is needed due to SLAs.

Qualifications
  • Experience with WFM software (Calabrio/ Cisco) that includes real-time adherence. This is a plus.
  • Must have a working knowledge of Excel (can maintain complex spreadsheets) and other Windows based programs (Word, PowerPoint, etc.), with the ability to organize/analyze data in a structured manner.
  • High School Diploma or GED

Additional Information

Our uniqueness is that we celebrate yours. Experian's culture and people are important differentiators. We take our people agenda very seriously and focus on what matters; DEI, work/life balance, development, authenticity, collaboration, wellness, reward & recognition, volunteering... the list goes on. Experian's people first approach is award-winning; World's Best Workplaces™ 2024 (Fortune Global Top 25), Great Place To Work™ in 24 countries, and Glassdoor Best Places to Work 2024 to name a few. Check out Experian Life on social or our Careers Site and Glassdoor to understand why.

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is a critical part of Experian's DNA and practices, and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work, irrespective of their gender, ethnicity, religion, color, sexuality, physical ability or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.

 

Benefits

Experian care for employee's work life balance, health, safety and wellbeing. In support of this endeavor, we offer best-in-class family well-being benefits, enhanced medical benefits and paid time off.

Experian Careers - Creating a better tomorrow together

Experian Careers - Creating a better tomorrow together

Find out what its like to work for Experian by clicking here

Required profile

Experience

Industry :
Information Technology & Services
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Hard Skills

Continuous MonitoringData AnalysisWindows SoftwareCisco Networking

Other Skills

  • Microsoft Excel
  • Time Management
  • Collaboration
  • Communication
  • Problem Solving
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