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Your Purpose
We are excited for a Real Time Analyst (RTA) to join our growing Contact Centre. The Real Time Analyst (RTA) is responsible for monitoring and managing the contact centre’s real-time performance to ensure service level objectives and operational efficiency are consistently met. This role involves actively tracking agent adherence, queue volumes, and other key performance indicators (KPIs), and taking immediate data-driven actions to optimise resource allocation and address any emerging issues that could impact service delivery. The RTA plays a critical role in intra-day management and ensures a positive customer experience by minimising wait times and maximising agent productivity.
Your Impact
Real-Time Monitoring:
- Monitors real-time performance metrics, including contact volumes, service levels, Utilisation, average handling time, agent availability, and other key metrics using workforce management software.
- Tracks inbound/outbound call volumes, chat, email, and other contact channel queues against forecast.
- Monitors key performance indicators (KPIs) such as Service Level (SL), Average Speed of Answer (ASA), Average Handle Time (AHT), Occupancy, Agent Availability, and Abandonment Rate.
- Identifies and flags any deviations from planned performance or potential risks to service levels.
Intra-Day Management & Adjustments:
- Implements real-time corrective actions to address service level challenges, such as: Adjusting agent skill assignments. Coordinating break and lunch schedules. Redirecting agents between queues or channels based on demand.
- Manages real-time exceptions and unexpected events (e.g., system outages, unscheduled absenteeism, sudden call spikes) by executing contingency plans.
- Optimizes agent utilisation and occupancy to ensure productivity targets are met without compromising service quality.
Communication & Collaboration:
- Communicates effectively and promptly with Operations Management (Supervisors, Team Leaders, Managers) regarding real-time performance, identified risks, and required actions.
- Provides clear instructions and updates to operational teams regarding intra-day adjustments.
- Acts as a central point of contact for real-time operational issues and escalations.
- Collaborates with WFM Planners/Forecasters by providing feedback on forecast accuracy and schedule effectiveness based on real-time observations.
Your Journey so far
- Proven experience in a contact centre environment, preferably in a Workforce Management (WFM) or similar analytical role.
- Strong understanding of contact centre operations, metrics, and KPIs, including Service Level, AHT, ASA, Adherence, and Occupancy.
- Proficiency with Workforce Management (WFM) software such as Peopleware, NICE IEX, Verint, Aspect, Genesys WFM, or Calabrio.
- Familiarity with ACD/Telephony systems and contact centre reporting tools.
- Proficient in Microsoft Office applications, particularly Excel for data analysis, reporting, and data manipulation.
Your Essentials
- Existing right to live and work in the UK.
- Excellent analytical, problem-solving, and decision-making skills, with the ability to think critically and act decisively under pressure.
- Strong verbal and written communication skills, with the ability to build effective relationships across all levels of the organisation.
- Ability to multitask, prioritise effectively, and manage competing demands in a fast-paced environment.
- High attention to detail and accuracy.
- Proactive and results-oriented, with the ability to work independently and demonstrate a strong sense of urgency.
Our commitment
We are committed to building a future that values diverse perspectives, embraces the world beyond borders, and fosters an inclusive environment where every individual feels valued, respected and empowered to be their authentic selves. Our commitment extends to taking meaningful, measurable actions that have a long-term positive impact on our guests, our employees and our planet.
Ready to turn your passion into something extraordinary? Join us at MSC Cruises, where new opportunities await. Apply today to be part of a global team that is pushing boundaries and achieving something remarkable. Your journey starts here!
