Real Time Analyst Resume Sample
Kaci Franecki
1432 Hegmann Shores,
Phoenix,
AZ
+1 (555) 884 9924
Work Experience
Senior Real Time Analyst
10/2016
-
PRESENT
Houston, TX
- Partner with the CCM Team & Operations Leaders to improve forecast accuracy, maintain eWFM data integrity and deliver flexibility initiatives
- Partner with the GBI, CCM, Marketing and World Service local market teams to identify and prepare for marketing activity/plans and projects that influence call volume forecast and resource plans
- Review the prior day’s performance against forecast analyzing the issues and impact on Service Level and Abandon Rates
- Ensure real-time performance (Calls, Customer Handling Time (CHT) and Staffing) is analyzed on an interval basis throughout the day and recommendations to achieve departmental goals are provided
- Manage & monitor available ‘day’ resources (CCP Availability to handle calls) to ensure adequately deployed & multi-skilling effectively optimized
- Approve and schedule CCPs’ out of building exceptions including Paid Time Off (Vacation) and In Building Off-Phone activities (e.g. Coaching, Meetings, Training etc.)
- Participate in and/or chair routine operational meetings hosted by the GPRO Team with Operations Leaders and other Centers of Excellence in attendance in order to agree decisions and actions designed to drive operational goals
- Participate in the execution of the Abandon Rate Consistency Plans (including Business Continuity Plans)
- Ensure accurate, up-to-date data is maintained in Aspect (eWFM) regarding schedule exceptions as it relates to the intra-day performance and achieving Adherence to Schedule (ATS) targets
Real Time Analyst
09/2010
-
07/2016
Los Angeles, CA
- Partner with Operations Leaders to improve forecast accuracy, maintain eWFM data integrity and deliver flexibility initiatives
- Partner with the GBI, Marketing and GSN local market teams to identify and prepare for marketing activity/plans and projects that influence call volume forecast and resource plans
- Negotiate with Operations Leaders, Business Partners regarding scheduling of activities in order to ensure the center is adequately staffed at all times to service customers
- Participate in and/or chair routine operational meetings hosted by the GOCM Team with Operations Leaders and other Centers of Excellence in attendance in order to agree decisions and actions designed to drive operational goals
- Assist with Call Centre Management initiatives (e.g. delivering workshops, training and ongoing organizational education)
- Ensure all contacts are captured and routed to the correct teams
- Individuals are skilled to support a quick, easy & positive resolution for our customers
Workforce Real Time Analyst
08/2003
-
08/2010
Boston, MA
- Work with the entire CC Planning function to ensure we are continually improving and refining our planning process
- Escalating & co-ordinating technology impacting incidents
- Work with operational stakeholders to drive out business continuity plans so that customer impact is minimal
- Leading operational huddles, delivering tangible on day impact to customer experience
- Understanding, managing and providing insight on the rise and fall of our queues SLA’s
- Act as a key point of contact for communication with Team Leaders and Customer Care Professionals throughout each day
- Review the prior day's performance against forecast analyzing the issues and impact on Service Level and Abandon Rates
Education
Franciscan University of Steubenville
1998 - 2002
Bachelor's Degree in Management
Professional Skills
- Strong interpersonal and client service skills, very patient, willing to help and an effective team player with high stress tolerance
- Excellent communication skills with all levels of the organization including effective communicator with the client
- Demonstrated negotiation and rapport-building skills
- Strong application usage and problem-solving skills
- Reporting and data analysis skills using Excel or other Business Intelligence reporting tools
- Agent Administration: adding and maintaining agent personal data in WFM tool, including skills
- Experience of a multi skilling or multilingual resourcing
How to write Real Time Analyst Resume
Real Time Analyst role is responsible for excel, reporting, analysis, analytical, interpersonal, retail, customer, microsoft, demand, queues.
To write great resume for real time analyst job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Real Time Analyst Resume
The section contact information is important in your real time analyst resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Real Time Analyst Resume
The section work experience is an essential part of your real time analyst resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous real time analyst responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular real time analyst position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Real Time Analyst resume experience can include:
- Ensure real-time performance (Calls, Customer Handling Time (CHT) and Staffing) is analyzed on an interval basis throughout the day and recommendations to achieve departmental goals
- Manage & monitor available 'day' resources (CCP Availability to handle calls) to ensure adequately deployed & multi-skilling effectively optimized
- Experience and develop skills in presenting complex data and information to non-technical managers and staff at senior levels
- Excellent analytical skills and ability to identify patterns in data
- Skills and experience in working with the following Microsoft Suite and Reporting Platforms: MS Excel, MS Access, SQL
- Demonstrated MS Excel and/or MS Access skills required
Education on a Real Time Analyst Resume
Make sure to make education a priority on your real time analyst resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your real time analyst experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Real Time Analyst Resume
When listing skills on your real time analyst resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical real time analyst skills:
- Strong problem solving and analytical skills Strong team player Excellent interpersonal skills and ability to communicate at all levels
- Demonstrate effective communication skills at all levels and via various channels
- Strong time management skills and the ability to prioritise
- Displays good communication skills to relay impact on KPI as a result of attendance and adherence issues
- Strong reporting and data analysis skills using Excel or other Business Intelligence reporting tools
- Proven experience communicating with peers and associates
List of Typical Experience For a Real Time Analyst Resume
1
Experience For Senior Real Time Analyst Resume
- Approve and schedule CCPs' out of building exceptions including Paid Time Off (Vacation) and In Building Off-Phone activities (e.g. Coaching, Meetings, Training etc.)
- Excellent verbal communication and interpersonal skills. Strong written communication skills
- Proactive and strong communication skills
- Previous experience working in contact centre planning in a multi-skilled environment
- Experience of a multiskilling or multilingual resourcing
- Effectively present thoughts to key stakeholders to influence adoption of recommendations
- Coordinates appropriate staffing allocation and availability of call center staff to effectively and efficiently achieve established service level agreements
2
Experience For Real-time Analyst Resume
- Identify and analyze data trends as they develop and communicate recommendations effectively to management in order to maintain KPI’s
- Computer skills in Microsoft Office applications (Word, Excel, PowerPoint, Outlook)
- Two years of Workforce Management experience or equivalent with at least 1 year of call center experience
- Proven experience working in a call center or production environment metrics (such as Forecasting, AHT, Shrinkage)
- Above average MS Office skills
- Advanced Written and verbal communication skills (English and local language)
- Skill in researching, thinking critically, and exercising good judgment when answers aren’t apparent
- Approachable. Motivator. Coaching skills
- MS Excel skills required, Ability to manipulate and data to produce summary information
3
Experience For Workforce Real Time Analyst Resume
- Proficient computer skills, particularly Microsoft Excel and Access
- Excellent knowledge and experience of workforce Management Systems preferably NICE IEX
- Quickly analyze and effectively communicate on a diverse dynamic set of service items
- Previous experience working within a contact centre planning team is required
- Medium to high reporting level experience
- Scheduling experience in a Call Center or similar environment/industry
4
Experience For WFM Real Time Analyst Resume
- Real-Time skilling adjustments
- Experience working in a call center and / or transaction site
- Proven ability to work in a fast-paced, deadline-oriented environment; works well under pressure
- Perform agent skill set administration to ensure appropriate staffing levels and workload balance
- Data accuracy within delivered reports, demonstrated through ad-hoc audits and stakeholder feedback
5
Experience For Real Time Analyst WFM Resume
- Forecasting/advanced analytical experience
- Workforce Management experience
- Demonstrates resilience, drive and ownership for own personal development
- Work in a quick paced, dynamic, environment through the use of effective decision-making
- Ensure maximum utilization and coverage through skill changes and resource movements
- Graduate with at least 2 years of relevant experience preferably in service industry
- 6 months or more experience in a Contact Center Operations environment
6
Experience For Workforce Management Real Time Analyst Resume
- Experience in call center workforce management, with at least 1-3 years in a supervisory role
- Experience with workforce systems such as Avaya, CMS, IEX, eWFM, Genesis, Blue Pumpkin and / or Aspect
- Experience in contact center environment with knowledge of common contact center statistics and technology
- Good awareness and understanding of Workforce Management principles
- Experience of working in a multi-channel contact centre environment
- 6+ months of experience in Workforce Management as a Real Time Analyst
- Good knowledge and exposure to QBE business operations and the factors that influence them
7
Experience For Real Time Analyst, Workforce Coordination Resume
- Proactive with strong sense of urgency
- Experience with workforce management systems (NICE/IEX, Verint, Aspect, etc.)
- Experience with WFM software (Calabrio/ Cisco) that includes real-time adherence
- Has had experience of a Real Time role of 6 months or more in a Workforce Team
- Experience within a contact centre environment is essential
- Knowledge of and/or experience with WFM systems, preferably NICE IEX 6.4 or In Vision
- Demonstrated competency in MS Excel and Access
- Experience in a similar role preferably in BPO or Shared Services Enviroment
- Previous Contact Centre experience – (Essential.)
8
Experience For Workforce Real-time Analyst Resume
- Previous WFM experience – (Essential.)
- One year of experience in workforce management – Preferably
- Experience in an RTA or WFM position
- Previous experience working in the gaming industry
- Present and report on issues in a concise, effective manner – ensuring issues are actionable
- Previous experience in a Workforce Management role supporting a call center environment he;pful
- Experience working with a sophisticated Workforce Management software tool
9
Experience For Real-time Analyst Global Optimization & Call Management Resume
- Previous experience in a Workforce Management role supporting a call center environment
- Experience in a multi-site contact center environment
- WFM tool experience (Aspect, IEX, etc)
- Basic Excel experience/knowledge
- Ensure effective use of M.I. to actively manage the performance of OSP’s within day to support the achievement of business targets
- Collate received vendor reports and upload electronically. Report to business - variances – increase, decrease, same, no reply – against prior year contract
- Graduate or of graduate calibre with appropriate work experience
- They make in the moment decisions that directly impact the customer experience in the phone, chat, and email channels
10
Experience For Workflow Real Time Analyst Resume
- Perform change agent skill associations on the switch
- Review the prior day's performance against forecast analyzing the issues and impact key performance indicators
- Contact centre experience (100 FTE+)
- Real-time analysis experience
- Provide business requirements and support initiatives to deploy technology and/or processes in support of effective contact center management
- One-year experience within a call center environment
- Previous experience from a Planning and RTA role
List of Typical Skills For a Real Time Analyst Resume
1
Skills For Senior Real Time Analyst Resume
- Effectively manage telephone and email skills/queues so that Retail Distribution achieves its strategic objectives with regard to customer experience
- Strong Analytical Skills required to critically assess situations and make decisions in real time
- Distribute staff between skills/queues to ensure the customer experience and Service Levels are optimised on an intra-day basis
- Complex problem-solving skills are necessary as this role requires critical thinking and sound judgment of technical and department/business unit issues
- Well-developed problem-solving and analytical skills with attention to detail
- Effectively co-ordinate Real Time scheduling of individual and team resource/activities to ensure all SLA’s are delivered within agreed time scales
2
Skills For Real-time Analyst Resume
- Able to communicate effectively to both agents and managers
- Adequate oral and written communication skills
- Working understanding of omni channel contact routing, skilling systems and methodologies – (Desirable.)
- Reporting experience using Avaya, Aspect or IEX
- Scheduling software experience (IEX, InContact, Other) – Preferably
- Programing experience with knowledge of SAS
3
Skills For Workforce Real Time Analyst Resume
- Programing experience with knowledge of SAS or SQL
- Real Time Monitoring (RTM) and/or 1+ years of Scheduling experience in a Call Center or similar environment/industry
- Hands on operating experience with a Workforce Management System and/or call center reporting system
- Experience evaluating and analyzing data in real time
- Significant experience working within a contact center environment
- Experience with scheduling software applications such as IEX, Aspect or Witness
- Strong knowledge of Operating Systems (e.g. Current Windows OS)
4
Skills For WFM Real Time Analyst Resume
- This person directly impacts staffing efficiency and effectiveness across the entire ECC Vendor Partner network
- Upto £24,500 (depending on experience)
- Experience of working within a goal driven environment
- Experience functioning in high stress situations
- Forecasting and trend analysis for multichannel environment experience
- Experience working with Avaya CMS Supervisor – (Desirable.)
- Knowledge and experience of working in a customer care operation
5
Skills For Real Time Analyst WFM Resume
- Strong commanding presence
- Communicate and maintain effective working relationship with vendors and clients
- Post secondary education and/or Workforce Management experience is a definite asset
- MS Office tools experience (excel, word, and outlook)
- Call Management System experience (AVAYA CMS) – Preferably
- Spreadsheets with intermediate formula application and database software (e.g. Excel and Access) experience required
6
Skills For Workforce Management Real Time Analyst Resume
- Knowledge in Automatic Call Distribution (ACD) technology and experience with WFM Verint
- Experience in analysis, interpretation, and presentation of complex data sets within a customer-focused business environment
- Experience with system support and ticket management
- Experience with Genesys WFM or similar applications (i.e., Blue Pumpkin/Verint, IEX/NICE, Aspect/eWFM)
- Demonstrates the ability to use appropriate resources and processes to solve issues
- Excellent knowledge of Microsoft Office with particular emphasis on Microsoft Excel
- Proven ability to adapt openly and accept change
7
Skills For Real Time Analyst, Workforce Coordination Resume
- Raising, tracking, managing and reporting of intraday, daily, weekly and monthly adherence alerts
- Working closely with the Global Resource planners (forecasting and scheduling) to ensure optimal staffing coverage on daily and weekly basis
- Providing Real-Time leadership to Local Resource Planners (LRPs) assisting the enterprise in managing the intraday staffing requirements
- Meeting customer demand for both installs and service whilst upholding all
- Ensuring fault repair and install quota is offered within agreed SLAs, building
- Making the operation aware when thresholds are met regarding adherence, SLA’s and KPI’s through Real Time alerts
- Understanding of the Contact Center Planning Cycle
- Watching staffing levels at each site to ensure planned coverage is met on the interval level
8
Skills For Workforce Real-time Analyst Resume
- Working knowledge of a workforce planning and telephony tools
- Understanding of Production Environment Metrics (such as Forecasting, AHT, Shrinkage, Overtime and FTE’s)
- Communicating with members of Central Workforce Management and Global Command Centers during the day to day Hours of Operation
- Dealing with Ambiguity: ability to adapt and excel as a team player in a fast-paced and change-oriented
- Monitoring of real-time agent/queue statistics
- Maintaining positive relationships with internal customers and outsourced vendors to ensure that joint goals are met
- Dealing with Ambiguity: ability to adapt and excel as a team player in a fast-paced and change-oriented environment
- Managing Interval, daily, weekly and monthly plan objectives
9
Skills For Real-time Analyst Global Optimization & Call Management Resume
- Making real time intra-day decisions with a positive impact on the business
- Developing fresh ideas that provide solutions to all types of workplace challenges
- Maintaining operational and technical system performance log
- Working knowledge or desire to learn SQL, Tableau, Hyperion or other BI and modeling tools
- Willing and able to work a flexible shift to meet the operational needs
- According to outage process advises client and escalates accordingly as required
- Maintaining agent profiles in WFM tool
- Understanding of how a Contact Center functions
10
Skills For Workflow Real Time Analyst Resume
- Organising for results
- Respond to periods of low call volume in relation to high agent staffing using agreed upon measures such as training, mentoring, meetings, etc
- Serve as a back up to the WFM Analysts, supporting forecasting and assisting with scheduling, when needed
- Close the resource planning loop by feeding variances to the plan back into the Scheduling & Forecasting team
- Produces and adjusts intra-day forecasts feeding back any issues to forecasting manager and recommending changes to enhance forecast accuracy
- Compiles staffing level requirement forecasting and workplace scheduling in call-center environments
- Knowledge of forecasting, resource planning, real time methodologies and associated processes
- Dynamic Decision Making Evaluating Creative and Innovative Ideas Ability to collaborate with others and influence key business partners
- In this role, this Analyst would have the authority to make routing decisions as well as staffing decisions
List of Typical Responsibilities For a Real Time Analyst Resume
1
Responsibilities For Senior Real Time Analyst Resume
- Manage intraday call volume trends to ensure a more effective and efficient workload
- Understanding and influencing the logistics of contact centre operations to deliver service objectives
- Troubleshooting transaction issues that impede call processing
- Monitoring cross-site performance and assure load balancing and support
- Measureforecasting accuracy and work to reduce variations in order to ensure performance goals are met
- Having the ability to influence and persuade operational and functional colleagues without direct authority
- Assists in creating schedules/scheduling scenarios utilizing TotalView
2
Responsibilities For Real-time Analyst Resume
- To actively participate in escalation, contingency and recovery planning reporting any risks to the Senior Resource Planning Analyst
- Understands call routing concepts and metric, and understands how they impact staffing realities
- Assess and approve all real-time offline activities such as training, meetings, coaching, etc
- Log and update BigMac for sites On boarding and Off boarding requests
- Twice a year the do a completeness check by reconciling the vendor reports back to our contracts database using the subscriber IDs as a unique reference point
3
Responsibilities For Workforce Real Time Analyst Resume
- Provide input for budget planning as it relates to staffing requirements for operations
- Reports meet business wide standards model i.e. naming conventions, reporting types and MIS systems are maintained
- Timely and accurate delivery of reporting – fulfilment of standard reporting and adhoc requests
- Directly interact with Supervisors and Agents to make adjustments to schedules and activities in real time focusing on maximizing the windows of availability
- Principles and processes for providing customer service and meeting established quality standards
- Familiarity with the pace and ambiguity of building a team in a fast-growing start-up
- Do trend analysis and reporting on intra-day activities and information feedback to TL’s regarding these trends
4
Responsibilities For WFM Real Time Analyst Resume
- Contingency planning and recommendations to ensure optimal staffing targets throughout the day for consistency in agent workload and customer service delivery
- Use a computer, including proficiency using Microsoft Word and most importantly Excel
- Perform ad hoc reporting as needed to support information requests from servicing departments
- Responsible for providing analytical feedback to forecast and schedule analysts on current trends and departmental/agent issues affecting Contact Center KPI's
- Decisions are made by applying knowledge of systems and processes to unique workflow situations
- Support new initiatives by providing reports and post-measurement to various stakeholders and business lines.
5
Responsibilities For Real Time Analyst WFM Resume
- Responsible for ensuring scheduled team logins/ logout on time, manage, control and report non adherence to schedules
- Deploy resources to react to variances in planning assumptions
- Direct contact with the operations team to provide guidance on intraday strategies and adjustments to staffing to achieve customer objectives
- Real-time monitoring of call flow to identify internal and external trends
- O Monitors real-time metrics such as staffing, AHT, ACW, ACD, etc
- Generate attendance reports and assist in the preparation of the next day’s staffing reports
- Generate daily, weekly, and monthly statistics on adherence, attendance and ACD/CMS information for management and capacity planning if requested
- Queue Monitoring / 30%
- Employee Timecard Adjustments, Attendance Reporting, Attendance Trend Analysis, Payroll Deadline Management / 25%
6
Responsibilities For Workforce Management Real Time Analyst Resume
- Workforce Agent Scheduling / 25%
- Volume Analysis/Reporting / 20%
- Assist in coordinating employee events and activities at centers to improve morale of center employees
- Outage and Crisis Management (Facilitating communications between IT teams and site management.)
- Key Performance Indicators – (KPI) reporting to Client and Results management teams
7
Responsibilities For Real Time Analyst, Workforce Coordination Resume
- Monitors call routing and call flow real time
- Monitors real time activities related to staffing and ensure all non-scheduled activities are tracked and trended on a continuous basis
- Prepares reports to determine call volume, calling patterns, service trends, and staff productivity
- Updates and maintains scheduling database with current information
- Handle agents' pending time-off requests, schedule swaps, trades, etc. and the daily exception management of our Calabrio system
- Organization, time management, multi-tasking
- Actively display knowledge and understanding of key call center performance metrics such as service level, ASA, occupancy, adherence, etc. by
- Partner with Operations and Scheduler to make recommendations in the planning of future activities
8
Responsibilities For Workforce Real-time Analyst Resume
- In some cases, provide support maintaining rosters and generate reports as required
- React to changing situations with timeliness and a sense of urgency
- Initiative to set personally challenging, realistic and outcomes-focused goals
- Real Time Monitoring (RTM)
- Call Monitoring Analysis - 70%
- Service Level Tracking Analysis - 30%
- Coordinates appropriate staffing allocation and availability of call center staff in order to achieve service level objectives
9
Responsibilities For Real-time Analyst Global Optimization & Call Management Resume
- Monitors site to ensure optimal staffing levels
- Identify and anticipate issues; analyze surrounding data and available resources to prepare a plan of action
- Flexibility to work in early morning hours (6-7am)
- Knowledge and insight on the basics of the call delivery and functions on how calls rooting occur
- Basic understanding of SQL with a desire to learn more
10
Responsibilities For Workflow Real Time Analyst Resume
- Real Time Analysis on an interval basis to ensure employee schedule adherence and management and tracking of non-productive exceptions
- Variance reporting to stakeholders, to enable them to make timely decisions about planned off line activities and outages
- Ensure the delivery of business imperatives and ensure they meet customer expectations in relation to meeting service levels
- Identify and implement initiatives to improve/maintain the Service Levels of the Contact Centres (shared with the WFM team and greater Contact Centre Staffing)
- Three or more year’s administrative support, preferably in a call center environment reporting to management
- Significant knowledge (3+ years) working with Microsoft Office software (Word, Power Point, Excel, Outlook)
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