Position Summary: Horatio is looking to hire an RTA (Real-Time Analyst) to be part of the Workforce Management team. The RTA will be responsible for real-time monitoring of service levels and site performance during the day to ensure effective management of the incoming and outbound phone, chat, and email volume. This position will have high visibility to all the operations teams. Responsibilities: Time administration and attendance tracking of employees, to ensure the accuracy of the work records. Monitoring employee performance against work schedules and real-time productivity through applications. Communicating in real-time to the Operations leadership team about employees that pass schedule adherence and productivity thresholds. Informing employees and/or supervisors about schedule changes. Should be able to handle contingency and communicate the same to stakeholders. Informing the executives and leadership teams of actual performance & productivity of employee KPIs to promote the achievement of KPI targets. Knowledge and Exposure in contact centers are a must. Required Skills/Abilities: Advanced English proficiency. Demonstrate a sound work ethic. Strong data analysis capabilities. Ability to interpret and act on real-time data. Proficiency with workforce management (WFM) softwares and tools. Ability to adapt to changing priorities and demands. Strong verbal & written skills. Problem-solving skills. Ability to convey complex data insights to non-technical stakeholders. Outstanding time management skills. Ability to multitask and prioritize daily workload. Attention to detail & accuracy. Excellent communication & people skills for daily interactions with clients and Associates. Advanced knowledge of G-Suite, especially Google Sheets/Docs/Slides. Should have experience working with CRMs. Familiarity with contact center metrics and key performance indicators (KPIs). Schedule flexibility. Education and Experience: Bachelor's degree in Business Administration, Statistics, Computer Science, or a related field (preferred but not required). Relevant certifications in workforce management or data analysis are a plus. Previous experience in a contact center environment, preferably in a real-time analyst or workforce management role. ??????? Demonstrated experience with data analysis and reporting. Powered by JazzHR
