The Real-Time Analyst is responsible for monitoring and managing the flow of call and chat traffic. The role focuses on ensuring efficient resource deployment to fulfill client contractual SLAs. This involves constant monitoring, real-time adjustments, and strong communication skills. This role is pivotal for maintaining efficient operations and ensuring that service level agreements are met consistently. Successful Real-Time Analysts are proactive, highly communicative, and analytical, ensuring the most efficient use of contact center resources. 

What will be my duties and responsibilities in this job?

1.    Real-Time Monitoring and Management:

• Monitor real-time traffic and queue activities, identifying potential risks and overages.

• Make necessary decisions about unplanned off-phone activities based on contact center conditions.

• Adjust agent schedules promptly for accurate staffing visualization.

• Stay updated on current nesting classes and expected agent call participation.

2.    Communication:

• Update key stakeholders about deviations in real-time traffic, staffing, and potential impacts on SLAs.

• Inform Operational Partners about real-time changes and strategies being executed.

• Relay impacts of system issues, unexpected staffing problems, or unplanned activities to relevant teams and leaders.

• Engage with other departments to highlight and work on resource utilization improvement opportunities.

3.    Analysis and Reporting:

• Analyze real-time contact center metrics, such as call volume vs. forecast, average handling time, and required staffing.

• Escalate significant deviations from expected metrics to appropriate teams.

• Identify and report potential future impacts on staffing and SLAs based on dynamic forecasting.

4.    Optimization and Strategy:

• Adjust agent skill assignments for calls and chats to maximize resource efficiency.

• Manage daily schedule conflicts, ensure high adherence levels, and address any occupancy concerns collaboratively.

• Use Workforce Management software and tools to optimize real-time staffing.

• Proactively identify and address potential SLA concerns before they escalate.

• Communicate and implement overtime or voluntary time off strategies to manage staffing levels and meet SLAs.

5.    Quality and Compliance:

• Ensure appropriate skill coverage consistently.  Proactively identify and promptly address any potential risks to coverage and SLAs.

•  Balance skills across multiple resources and integrate backup support when necessary.

• Conduct test calls and line checks, identifying and raising potential risks.

Schedule:

• This role will work Monday – Friday from 10:00AM -7:00PM CST, with Saturday rotation every few weeks.

What are the requirements needed for this position? 

• High School Diploma or GED

• 3+ years' experience in a contact center

• 2+ years experience in a WFM or WFM related role

• Solid level skills in MS Office (Excel, Word, Outlook)

 

What other skills/experience would be helpful to have?

• Professional verbal and written communication skills. 

• Possess the professional experience and aptitude to address escalated issues with a positive outcome

• Strong analytical, communication and organizational skills.

• Knowledgeable of Microsoft Office applications, particularly Excel.

• Demonstrates reliability and strong customer service skills 

• Works well with minimal supervision and with some latitude for self-directed action.

• Experience with multiple WFM software products – Aspect preferred

• Experience with multiple ACD platforms (eg. Avaya, Cisco, etc)

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Pay Range:

$43,100.00 - $71,300.00

Any posted pay range considers a wide range of compensation factors, including candidate background, experience and work location, while also allowing for salary growth within the position.

Expected application deadline is

09/09/2024

If date is blank then this is a pipeline requisition, and we will continue to collect applications on an ongoing basis.

Helping People Thrive in a Connected World
Connect with us. Bring us your best work and your brightest ideas. And we’ll bring you a place where you can thrive. Learn more at jobs.assurant.com.

For U.S. benefit information, visit myassurantbenefits.com. For benefit information outside the U.S., please speak with your recruiter.

What’s the culture like at Assurant?
Our unique culture is a big reason why talented people choose Assurant. Named a Best/Great Place to Work in 13 countries and awarded the Fortune America’s Most Innovative Companies recognition in 2023, we bring together top talent around the world. Although we have a wide variety of skills and experiences, we share common characteristics that are uniquely Assurant. A passion for service. An ability to innovate in practical ways. And a willingness to take chances. We call our culture The Assurant Way.

Company Overview
Assurant is a leading global business services company that supports, protects, and connects major consumer purchases. A Fortune 500 company with a presence in 21 countries, Assurant supports the advancement of the connected world by partnering with the world’s leading brands to develop innovative solutions and deliver an enhanced customer experience through mobile device solutions, extended service contracts, vehicle protection services, renters insurance, lender-placed insurance products, and other specialty products.

Equal Opportunity Statement
Assurant is an Equal Employment Opportunity employer and does not use or consider race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by federal, state, or local law in employment decisions.