Senior Real Time Analyst (WFM Managed Services)

About the Job   The Senior Real Time Analyst position will be responsible for providing Workforce Management (WFM) as a service (RTA role) for a client command center. This person will be managing the vendor network.     As Senior Real Time Analyst (RTA), You Will…   Act as shift point of contact: Overlook the team in the absence of the Manager/Supervisor Conduct RTA huddles and pass updates to the team Act as SME and train new members in the team Queue management: Monitor client enterprise service KPIs (service level) and staff performance across all vendors throughout the day  Situational management (vendor level)  BCP situations: Tools issues, WFM Systems issues, etc.  Routing / downtime issues - Create and manage war room o Make announcements about outages on respective client tools.  Intraday Management  Facilitate daily syncs with clients/vendors to review performance Monitor forecast vs actual governance at the enterprise level (service KPIs, handling capacity, shrinkage, handle time, service levels)  Re-forecast within the day to project staffing gaps and share across the network to address over/under staffing  Approve and push extra time/VTO/off phone requests by vendors Communicate directly with the stakeholders on trends, staffing levels, and mitigation tactics needed to improve service levels performance Perform root cause analysis (end of day) & provide updates to enterprise network & leadership team    Reporting: Track daily/weekly/monthly performance and provide context on the following metrics: Service Level/ASA  Shrinkage/Absenteeism  EOD reports  Additional tasks:  Provide regular feedback to the planning and scheduling team   As Senior Real Time Analyst (RTA), You Have… A University education with a technical background (mathematical or statistical course desirable) is preferred 3+ years previous call center experience required Minimum 1 year WorkForce Management experience is required  Previous work experience working with Global vendors is considered an asset  Advanced level of MS Excel/Google sheets   Pivot Tables  V-Lookup/X-Lookup   Index/Match  Ability to create charts/graphs  1+ years of previous experience with any WFM tools is required   NICE IEX  Aspect eWFM Verint Calabrio Knowledge of programming / Tableau will be an asset  Excel/BI/Reporting tools certifications will be an asset  Good communication skills,local language and English (required)  Additional languages would be an asset Ability to identify emerging trends, measure impact on the business and use good judgment  Experience in facilitating meetings  Proactively distill and analyze data, charts, and graphs into actionable insights & present recommendations to stakeholders and other audiences  Able to collaborate with client’s cross-functional teams and vendor RTA teams Clear and concise, written and verbal communication (in English) Fundamental understanding of call center metrics