Job Description

THIS POSITION CAN BE FILLED IN VISA OFFICE'S IN AUSTIN, MIAMI OR LEHI

POSITION SUMMARY:

The Real Time Analyst is a member of the Global Contact Centers, Workforce Management team. The Analyst is responsible for Real Time management of call center performance to ensure that key performance indicators are being met.

RESPONSIBILITIES:

• Monitor service levels; abandon rates and aux utilization
• Responsible for updating schedule exceptions, temporary schedule changes, and permanent schedule changes in the WFM system based on requests from the call center teams
• Responsible to run attendance reports, check-in summary reports, and forecast reports from the workforce management system and to send the information to production managers
• Responsible for running additional reports as needed and to pull data from Genesys WFM and CC Pulse at the request of the Resource Planning Analysts to assist the department in meeting project deliverables
• Supports the management of the workforce management forecaster/scheduler software system
• Provides support for call volume analysis and patterns, supports the normalization of historical data and makes suggestions regarding adjustments and overtime were necessary
• Helps maintain information needed for accurate forecasting and help report forecasted and actual performance to the departments
• Supports all schedule recommendation for new training classes, optimized schedules for lunches and PTO, and helps to re-align work schedules to meet current trends
• Serves as a Command Center leasing between all GCCS Sites
• Responsible for monitoring VIVA pacing trends and case creation
• Lead daily meetings across all GCCS site with vendor partners
• Provide reporting and create milestones throughout the month to ensure the business is able to achieve service level targets
• Provide daily adjustments as needed to achieve the monthly service objectives
• Responsible for the addition/maintenance of Genesys skilling and agent groups
• Responsible for capturing/updating service level impact to Senior Management
• Responsible for running/creating adhoc reports to various departments
• Responsible for monitoring agent adherence and notifying production management of non-adherence incidents
• Review skills gaps and make recommendations to Resource Planning Analyst
• Responsible for additional duties as needed in support of the Call Center

Qualifications

BASIC QUALIFICATIONS

• 2 years of work experience with a Bachelors Degree or an Advanced Degree (e.g. Masters, MBA, JD, MD, or PhD)

PREFERRED QUALIFICATIONS

• 3 or more years of work experience with a Bachelor’s Degree or more than 2 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD, MD)
• Excellent verbal and written communication skills are essential
• 4 years contact center experience, minimum 2 year within WFM
• Experience with scheduling software (such as eWFM, Genesys WFM, Nice, etc.) and ACD reporting systems (such as Avaya CMS Supervisor, Genesys Administer, CC Pulse, IWD, IWS) 
• Must be able to work independently with minimal supervision to reach established goals
• Organized and detail-oriented
• Basic knowledge of Operational tactical and strategic techniques used to drive overall service levels across multiple sites and in a multi-skilled environment
• Must posses effective critical thinking skills
• Must be able to analyze data and make real time decisions in a dynamic environment
• Candidate must demonstrate ability to set priorities
• Ability to work well in a team environment is essential to the analyst's success
• Effective analytical and decision-making ability
• Must demonstrate the ability to manage multiple service requests with strict time limits on an ongoing basis
• Proficiency in Microsoft Office functions, specifically Excel
• Knowledge if staff planning and trend analysis preferred

Additional Information

WORK AUTHORIZATION: Authorization to work in the U.S. is a precondition of employment for this position. Visa will not sponsor applicants for work visas in connection with this position.

WORK HOURS: Incumbent must make themselves available during core business hours.

TRAVEL: Incumbent must be able to travel from 10%  for training or team meetings

MENTAL/PHYSICAL REQUIREMENTS: This position will be performed in an office setting.  The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers, and reach with hands and arms.

EEO STATEMENT Visa is an EEO Employer.  Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.  Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.

All your information will be kept confidential according to EEO guidelines.