Real Time Analyst (RTA)

• Manage the call volume, daily attendance and program break schedules
  

• Assist with creation if metrics and targets for services
  

• Work closely with the operations team to analyze and help improve their delivery processes
  

• Generate ideas for process and service improvement planning
  

• Produce daily, biweekly and monthly internal reports
  

• Use trends and reports to forecast requirements
  

• Assist with projects and other duties as requested or assigned
  

Requirements

• Degree in Statistics or any related field
  

• Demonstrate sound work ethic
  

• Must have advanced level Microsoft Excel skills Including advanced formulas, also Word and Excel
  

• Proficiency in R, Python, SPSS, STATA, C++ Proficiency in data visualization tools
  

• Ability to create reports in Excel and forecast results
  

• Attention to detail and high level of accuracy
  

• Ability to multi-task, focus and complete reports for extended periods of time
  

• Previous call centre experience in similar post is desirable
  

• Previous Work Force Management experience is considered an asset
  

• Ability to take initiative
  

• Flexible team player with a positive attitude
  

• Must have good time management with the ability to work with minimal supervision and under tight timelines
  

• Capable of managing multiple, simultaneous projects
  

• Must be friendly and professional with a positive attitude
  

• Organized with the able to quickly and effectively adapt to change
  

• Excellent attendance record and ability to communicate professionally - oral and written
  

• Problem solving skills: Creative and Innovative - ability to introduce creative ideas into own work and use personal freedom to develop and implement creative ideas and suggestions and take a creative approach to problems.