Real Time Analyst (RTA)

ABOUT 24-7 INTOUCH

24-7 Intouch is a global contact center & technology company that delivers innovative and value-driven customer service solutions across all industries via an omnichannel approach that includes voice, social media management, live chat, email, fraud, UAT, self-service, and back office administration. Using the most advanced technology in the industry, 24-7 Intouch’s customizable customer care platform allows their clients to utilize business insights to deliver lifetime consumer loyalty and increase incremental revenue. With over 19 years of experience, the 24-7 Intouch team takes pride in building a top to bottom brand alignment for partners to create exceptional customer experiences.

For more on our company culture, follow the link to Our Story - https://vimeo.com/177119191

 
About the Job

We’re looking for a Real Time Analyst (RTA) to be responsible for monitoring, communicating and making changes that positively affect the real-time performance of our team members. The ideal person will have a good understanding of how contact center functions including scheduling, call queues and forecasting volumes by half-hour segments.

As Real Time Analyst, You Will…

  • Evaluate large amounts of data
  • Communicate data in a clear and concise manner to Management Teams, Team Leaders and team members
  • Adjust staffing and scheduling according to changing needs of the business
  • Solicit extra hours or voluntary time off from where applicable, to ensure staffing meets forecasted volumes to clients
  • Monitor schedules and escalate issues regarding attendance adherence
  • Work with team members to ensure they know their statistics related to the schedule

As Real Time Analyst, You Have…

  • High school diploma or equivalent (required)
  • Some post-secondary or completion of post-secondary schooling (preferred)
  • Good communication skills
  • Advanced knowledge of MS Word and Excel
  • Adaptability to learn a variety of software programs
  • A high level of accuracy with regards to data entry
  • Strong analytical and problem solving skills
  • Willingness to learn and adapt to working in a new environment
  • The ability to multitask and self-manage your work day 

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