Real Time Analyst Resume Samples

A Real-Time Analyst takes responsibility for managing and ensuring the service level agreements of the various programs are met. Main roles and responsibilities listed on the Real-Time Analyst Resume include the following – managing the call volume, daily attendance, and program break schedules; assisting with creating of metrics and targets for services; working closely with the operations team, helping to improve the delivery processes; generating ideas for process and service improvement planning; using trends and reports for forecasting requirements, and assisting with projects and other duties as assigned.

Skills that can highlight a resume are – sound work ethics; advanced level of MS Excel skills; knowledge of VBA macros; experience with CMS, Avaya, Blue Pumpkin; the ability to multitask, focusing skills; prior work experience, and workforce management expertise. A degree is commonplace among job applicants.

Real Time Analyst Resume example

Real Time Analyst Resume

Objective : To obtain a challenging Real-Time Analyst position within a progressive organization where I may utilize my project, process, and performance management expertise; my keen technical & analytical skills; and strong communication and problem-solving skills.

Skills : Business Analysis, Microsoft Office, Time Analyst.

Description :

    1. Ensured local call center employees are actively contributing to the assigned queues.
    2. Monitored schedules and workforce software trends to inform Operations leaders when phone time is over the established threshold and/or identify employee(s) out of adherence.
    3. Actively and consistently supported all efforts to simplify and enhance the customer experience.
    4. Monitored workforce software to identify employees out of adherence.
    5. Communicated adherence deviation to employees and site leadership to address efforts on improving adherence.
    6. Created reporting on absenteeism and another shrinkage for operations leaders and workforce personnel.
    7. Provided ad hoc reporting as needed to show adherence to scheduled events within the site.
Years of Experience
Experience
2-5 Years
Experience Level
Level
Junior
Education
Education
Bachelor of Science


Real Time Analyst Resume

Objective : Seeking a Real-Time Analyst position that will allow me to grow and utilize my excellent customer service, sales and warehouse skills. Currently, I have 9 years of customer service, warehouse and sales representative experience and feel like there is always room to grow. Being the quick learner that I am, I handle difficult tasks well and remain professional.

Skills : MS Office, Managing Skills, Analysing SKills.

Description :

    1. Provided reporting, analytics, insights, and recommendations to clients, using data from department CRM (Consumer Relationship Management) in the key areas of quality, product development, marketing, market research, and performance management.
    2. Applied analytical and research skills to proactively identify and monitor trends.
    3. Built and executed business case reporting to support the voice of the consumer based on CRM system data.
    4. Worked with clients and cross-functional team members to research, define, and refine reports and analytical requirements.
    5. Filtered and cleaned data to ensure report accuracy.
    6. Maintained functional expertise of CRM system(s) and reporting capabilities.
    7. Worked closely with management to prioritize business and information needs.
Years of Experience
Experience
2-5 Years
Experience Level
Level
Junior
Education
Education
BA


Real Time Analyst Resume

Objective : As a Real-Time Analyst, responsible for providing technical support to customers for tax software products, and also Monitoring call volume, balance loading, performance trends AHT, AUX, schedule adherence, service level, etc., and reporting analysis.

Skills : Customer Service, Workforce Management, Data Analysis, Call Routing, Skill Set Configuration.

Description :

    1. Monitored adherence and average handling time while maintaining service level.
    2. Provided staffing recommendations to the operations leadership team.
    3. Generated reports using Symposium, Aspect TCS, and Business Objects.
    4. Scheduled associate customer contacts for quality assurance.
    5. Scheduled quality audit feedback sessions for over 200 associates monthly.
    6. Coordinated associate profiles within over 50 skillets between two locations.
    7. Approved associate time off based on staffing requirements.
Years of Experience
Experience
2-5 Years
Experience Level
Level
Junior
Education
Education
Diploma

Real Time Analyst Resume

Headline : Real-Time Analyst with 6 years of experience in Coordinating appropriate staffing allocation and availability of call center staff in order to achieve key performance objectives, and also Monitoring and proactively recommending and coordinating staffing adjustments to meet changing trends and business drivers in conjunction with Operations and Support Teams.

Skills : Welding, Blueprint Reading, Power Tools, Power Tools.

Description :

    1. Responsible for the direction and outcome of every call I receive.
    2. Provided prescription refills, track orders, communicate with other departments, and most importantly solve the vast amounts of problems that members have, and provide services to our members.
    3. Managed the team in the absence of a supervisor, during this time I completed one on ones, smart summaries, month to date follow-ups, relayed needed information back to the team, and reviewed Quality Scorecards, and coached agents.
    4. Continued to strive to be the best and always be highly ranked.
    5. Moderated daily communication meetings with Management staff and call center applications team to resolve technology issues.
    6. Generated schedules and forecast for over 150 agents in multiple locations.
    7. Worked very closely with our clients to produce ad hoc reports and presentations across brands.
Years of Experience
Experience
5-7 Years
Experience Level
Level
Executive
Education
Education
Business Manager

Real Time Analyst Resume

Summary : Real-Time Analyst with 7 years of experience in Reforecasting as needed for projecting call volumes, call duration, and required staffing levels using current trends and historical data, and also Administering volume contingency action plans as deemed necessary and appropriate.

Skills : Microsoft Office, Problem Resolution, Communication.

Description :

    1. Monitored real-time call volume of inbound call traffic from multiple queues, which distributed calls based on staff availability.
    2. Monitored call center agent adherence to their schedules.
    3. Responsible for making decisions on the day's schedule based on call volumes and available staffing.
    4. Monitored call volumes, average handle times, and resource utilization throughout the day's schedule based on call volumes and available staffing.
    5. Communicated effectively with individuals/teams in the call center to ensure high quality and timely customer experience.
    6. Determined the need and timing for call overflow; worked with the System Administrator to re-route calls appropriately.
    7. Executed escalation procedures using agreed-upon procedures.
Years of Experience
Experience
7-10 Years
Experience Level
Level
Management
Education
Education
BS

Real Time Analyst Resume

Objective : Seeking a Real-Time Analyst position with an outstanding career opportunity that will offer a rewarding work environment along with a winning team that will fully utilize management skills.

Skills : Computer Technician, Retail Management, WorkForce Management Specialist, Customer Service Tech.

Description :

    1. Managed call allocation for a cable call center.
    2. Sent reports out each morning to corporate detailing previous days' results.
    3. Helped with the training of supervisors as well as setting up the attendance line and monitoring it.
    4. Helped with the tech department maintaining the pcs on the floor.
    5. Monitored the agents handling the customer and technical care calls we received.
    6. Coordinated floor communication and schedule adherence.
    7. Assisted in skilling and/or provide data to the Global Command Center to ensure employees are assigned correctly to the right queue or line of business.
Years of Experience
Experience
2-5 Years
Experience Level
Level
Executive
Education
Education
High School Diploma

Real Time Analyst Resume

Objective : Real-Time Analyst with 8 years of experience in Directly interacting with Supervisors and Agents to make adjustments to schedules and activities in real-time focusing on maximizing the windows of availability, and also Partnering with Operations and Scheduler to make recommendations in the planning of future activities.

Skills : Excel, Coordinating Skills, Customer Service.

Description :

    1. Monitored workflow and manage/balance staff to ensure efficient coverage of call center work activities.
    2. Analyzed actual call volume and AHT to identify trends and make adjustments to interval call volume and AHT.
    3. Corresponded with Service Level Coordinator to ensure offline time and or provide up to date real-time analysis of each call group.
    4. Prepared afternoon report and facilitate afternoon tailgate meetings.
    5. Worked with IT on system health and day-to-day system issues.
    6. Provided regular feedback to Global Command Center to improve upon short-range planning precision.
    7. Conducted real-time monitoring of queues and skill sets, regardless of the location, and identifying intra-day trends.
Years of Experience
Experience
2-5 Years
Experience Level
Level
Junior
Education
Education
GED

Real Time Analyst Resume

Objective : Exceptional Real-Time Analyst and problem-solving skills. Expert communicator and business liaison, fluent in speaking and translating technical and business requirements.

Skills : MS Office, Analysing SKills, Multitasking.

Description :

    1. Ensured service level compliance at a multi-site customer contact center (CCC).
    2. Monitored CCC and measured the accuracy of the projected workload.
    3. Analyzed variances and conducted ongoing trend analysis.
    4. Informed management of CCC service level and assisted management in reducing labor costs.
    5. Produced reports from collected data and analyzed the achievement of goals.
    6. Assisted the scheduling/forecasting department by listing staffing options and highlighting scheduling improvements.
    7. Assisted process analyst in refining intra-day management processes and strategies.
Years of Experience
Experience
2-5 Years
Experience Level
Level
Executive
Education
Education
BA

Real Time Analyst Resume

Objective : To establish a long-term career in a company where I may utilize my Real-Time Analyst professional skills and knowledge to be an effective real-time analyst and inspiration to those around me.

Skills : Microsoft Office, Customer Service, Administrative.

Description :

    1. Managed all intraday management processes in support of operations to achieve the business objective of achieving service level objectives and maximizing efficiency and occupancy.
    2. Administered Workforce Management systems software and managed employee information changes.
    3. Tracked, analyzed, and reported contact center and agent performance.
    4. Managed intraday staffing levels and discretionary intraday activities; such as training, meetings, breaks, lunches, and schedule changes.
    5. Reviewed weekly and daily staffing with management and Workforce Management department as well as intraday performance and forecasted performance for the remainder of the current week, while also identifying risks.
    6. Managed and monitored real-time ACD agent work state reports for adherence.
    7. Increased staffing levels or modified call routing to increase service levels.
Years of Experience
Experience
2-5 Years
Experience Level
Level
Junior
Education
Education
MS

Real Time Analyst Resume

Objective : Highly motivated Real-Time Analyst with drive, creativity, and a passion to find unique solutions to customer issues as well as market challenges, Strategic thinker focused on developing marketing concepts as well as tactical plans to achieve business objectives. Educated in cross-cultural business practices and intercultural issues.

Skills : Technical Support, Active Directory, System Administration, Troubleshooting, Computer, Exchange.

Description :

    1. Worked with other Real-Time Analysts to manage call flow of clients to correct employees.
    2. Maintained direct contact with Home-Based Agents to help fix a day to day issues.
    3. Helped to maintain employee Attendance Records.
    4. Answered calls from employees that are reporting absences and/or other attendance issues.
    5. Helped to predict call flow levels based on previous trends and tools.
    6. Worked with Supervisors to manage the day to day schedules for phone line coverage.
    7. Worked with Supervisors to report attendance trends.
Years of Experience
Experience
2-5 Years
Experience Level
Level
Executive
Education
Education
BS