Job Description
Clear Harbor Dominica invites applications for a Real-Time Analyst position. The successful candidate will be responsible for monitoring call center operations, ensuring adherence to performance metrics, and optimizing workforce allocation. Applicants should possess excellent analytical abilities, experience in workforce management, and the capability to implement strategic decisions promptly. This role is pivotal in sustaining operational excellence and achieving customer satisfaction targets.
Responsibility
- Monitor real-time performance, adjust off-line activities and provide guidance to leadership for daily planning to ensure consistent performance and staffing levels interval over an interval.
- Monitor schedule adherence by Agent using real-time monitoring tools and communication with Operations
- Report and minimize agent unproductive or unauthorized statuses.
- Manage intraday staffing levels.
- Analyze real-time call trends and make adjustments to staffing as needed.
- Provide recommendations to correct intra-day performance issues.
- Develop relationships with other support departments and provide consistent communication and feedback.
- Approve discretionary activities to adjust occupancy as the day progresses.
- Track and update all Off Phone events occurring in the environment.
- Provide risk mitigation plans for intervals that are forecasted, to perform as expected on a real-time basis.
- Contribute and act on observations to achieve optimal staffing levels, escalate as appropriate.
- Communicate identified intraday staffing risk to appropriate Program Leadership and Client as needed.
- Update Human Resource Team and Operations on any attendance or adherence noticed trends.
- Monitor phone adherence through communication and WFM tools and intervene in situations where agents are non-compliant.
- Intervene with agents and/or OPS Supervisors for agents on extended calls or unavailable statuses (e.g., System problem), and sourcing assistance.
- Be aware of trends within the site that affects staffing levels and communicate with OPS leaders.
- Timely and professional communication with Site Leadership, Operations, and Client as needed.
- Track and communicate all System issues and Outages.
- Check emails daily and respond as needed.
- Provide support to Operations Support Analyst and Community Scheduling Administrator as needed
Experience and Qualifications
- Knowledge of office management systems
- A team player who is proactive, flexible, results-oriented, and comfortable in a rapidly changing environment.
- Ability to work independently and under the pressure of deadlines
- Utilize tools and reports to assist in managing, coaching, and developing representatives
- Has the ability to adequately question and analyze a person's basic ability to perform certain duties and functions
- Good time management skills
- Ability to multitask
- Highly organized
- Good verbal and written communications skills
- Discretion and confidentiality
- Excellent People Skills
- Any other duties assigned
Benefits and Others
Submit resume and cover letter to: recruitment@clearharbor.com With the Subject: Role as Real Time Analyst
Deadline to Apply: Monday, January 22, 2024
Job Skills
- Confidentiality
- Discretion
- Meet Deadlines
- Microsoft Office
- Multitasker
- Office Management
- People Person
- Results Driven
- Team Building
- Team Player
- Time Management
- Well-organized
- Work Under Pressure
- Working Independently
- Written/Oral Communication
AboutCompany
Clear Harbor Dominica- Phone: +1(767) 612-2638
- eMail: recruitment@clearharbor.biz
- URL: http://www.clearharbor.com/
- Address: Canefield Industrial Estate, Roseau, Dominica
Clear Harbor delivers high-performance customer care and business process outsourcing (BPO) services for North American companies from Caribbean centers, including direct customer interactions, administrative tasks and back-office processes.
Work for Clear Harbor and you will never have the chance to be “ordinary.” Our rapid growth in support of new clients means we need exceptional individuals looking for not just a job but a CAREER in customer service.
The Clear Harbor Value System guides our thinking and supports our goal of making a difference in the lives of everyone touched by Clear Harbor, including our clients and their customers, our associates and our communities.