Real Time Analyst
On-siteVieux Fort, Vieux-Fort, Saint Lucia
Job Summary
Monitor service levels, occupancy, and contact volume for the phone operations department while analyzing staff trends to ensure daily resource coverage. Provide recommendations for staffing adjustments and reassignments across multi-channel contact streams, managing call volume distribution and workload allocation. Process schedule trade requests, reconcile attendance against timesheets, and perform continual performance analysis to conduct forecasting and adjust operations according to company standards. Ensure hours are accurately accumulated for payroll procedures, meeting operational and business needs to optimize revenue and productivity in a cost-effective environment.
Required Qualifications
- 1-3 years' experience in a similar role
- High school Diploma or Associate's Degree required
- Proficient in Microsoft Office particularly Excel with knowledge of Excel formulas for creating and updating spreadsheets
Desired Qualifications
- Excellent written and verbal communication skills
- Excellent problem analysis, problem-solving skills and ability to be creative in solving technical problems
- Strong problems solving skills with the ability to proactively identify and prevent potential problems
- Highly goal oriented and results driven to ensure meeting department goals
- Ability to focus on deadlines and deliverables with strong organizational and multitasking skills
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