Real Time Analyst

Job Description

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OVERALL PURPOSE

The role directly supports the CCC team and serves as MIS and Workforce Management Specialist in a contact center environment.

The MIS and Workforce Management Specialist’s key stakeholders will be Operations Leadership, Human Resources, Business Excellence, Finance and Resource Planning Teams.

ESSENTIAL DUTIES AND RESPONSIBILITIES

MIS

• Provide support and maintenance to existing management information systems (MIS)
• Generate and distribute management reports in accurate and timely manner
• Provide recommendations to update current MIS to improve reporting efficiency and consistency
• Perform data analysis for generating reports on periodic basis
• Develop and support MIS system for performance management and internal communication
• Provide strong reporting and analytical information support to management team
• Generate both periodic and ad hoc reports as needed
• Participate in cross-functional meetings to resolve recurring MIS related issues
• Provides analytical support for special projects

WORKFORCE MANAGEMENT

• Prepares intraday reports on staff attendance; Monitor intraday attendance and schedule adherence.
• Manages changes to scheduling to ensure adequate daily resource coverage.
• Communicate with management and operations team to ensure compliance with company standards.
• Ensures hours are accurately accumulated and categorized in a format compatible with company and department payroll procedures.
• Analyze PTO submissions and support approval/denial decisions based on their effect on operations.
• Processes schedule trade requests for posted schedules
• Processes management requests for modifications of scheduling events (meetings/training, etc.).
• Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction.

COMPETENCIES REQUIRED

• Expert user of Excel
• Strong problem solving and analytical skills.
• Ability to produce meaningful results from data.
• Experience in consolidating and analyzing data sources.
• Understanding of queuing theory and Call Centre mathematics.
• Excellent written and verbal communication skills.
• Superior collaborative working abilities.
• Attention to detail and in-depth planning, organizational and time management skills.
• Comfortable learning new applications quickly with minimal direction.
• Experience forecasting in call center environments
• Experienced user of VBA and Tableau

ASSETS:

• Experience in using large databases with complex relationships between tables
• Experience in scheduling in a call center environment
• Experience in daily monitoring in a call center environment
• Strong familiarity with Call Centre scheduling software such as IEX

Job Category:

Customer Service / Operations

Posting End Date:

30/03/2026