Real Time Analyst

Let’s start with the role

The Real-Time Analyst reports to the RTA Team Leader and is responsible for monitoring all queues and ensuring adequate actions are taken on rosters to achieve target metrics. The Real-Time Analyst ensures adherence to schedules, activity entries, and that numbers are up to date with scheduling systems to achieve optimal performance in real time.

• Act as the real-time monitor for the CS teams by providing direction, guidelines and performance updates to hit service level goals;
• Monitor team performance against work schedules and real-time productivity through applications;
• Collaborate with team members to identify trends and patterns affecting service levels.
• Communicate actual performance & productivity of team KPIs to CS leaders to promote the achievement of KPI targets;
• Develop and maintain up-to-date Help Center articles pertaining to incidents or events anticipated to generate increased customer traffic.
• Provide continuous interaction with CS leadership and agents to achieve service-level metrics with the intent of meeting contractual objectives;
• Generate and submit incident reports, daily and weekly, documenting events comprehensively and in a high-level protocol;
• Identify business process excellence improvement opportunities, contributing to design and execution while maintaining a detailed record of activities, actions, and impacts;
• Explore and recommend improvements or optimizations in using monitoring tools and technologies to enhance real-time performance tracking and reporting capabilities;
• Develop and maintain standardized documentation and reporting procedures to ensure consistency and clarity.

What you'll bring:

• A bachelor’s degree in business administration, management, finance, statistics, mathematics, or a related field, or a combination of education and experience is required.
• Minimum 2-3 years experience in an RTA role in a multi-site, multi-language, high-volume environment.
• Direct experience monitoring key performance indicators (KPIs) such as service levels, occupancy, adherence, and utilization to ensure targets are met.
• Advanced proficiency in Excel and other data analysis tools to create reports and trend analytical data reports.
• Strong analytical skills to interpret data, identify trends, and make data-driven decisions.
• Understanding of statistical methods and their application in trending, forecasting and scheduling.
• Strong organizational skills to manage multiple tasks and projects simultaneously.
• Ability to multitask, focus, and have excellent time management skills with the ability to work with minimal supervision. 
• Strong Proficiency in Data Tools: MS Office, SQL, or Python. Proficiency in other RTA/WFM Tools and CRM Tools: specifically, Zendesk and Jira, would be an asset.
• Six Sigma or Lean experience: experience with process improvement methodologies that can help streamline workforce management processes, is an asset.
• Strong command of the English language.

Kaizen Gaming Perks

• 🕑 Hybrid way of working;
• 🏃 A buddy will support you with your onboarding;
• 💸 Competitive pay & bonus scheme;
• 👩‍⚕️ Private health insurance for you and your family;
• 💰 Monthly meal allowance;
• ⭐Developmental 360° feedback framework;
• 📚 Unlimited access to Udemy & continuous training.

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