Real Time Analyst

Experian is the world’s leading global information services company, unlocking the power of data to create more opportunities for consumers, businesses, and society. We are thrilled to share that FORTUNE has named Experian one of the 100 Best Companies to work for. In addition, for the last five years, we’ve been named in the 100 “World’s Most Innovative Companies” by Forbes Magazine.

What you will be doing; 

Conduct real-time monitoring of queues and skill sets, regardless of the location, and identifying intra-day trends.  Maintain a special emphasis on looking for possible downtime and telephony issues.

• Report and work closely with the Operations and System Teams to manage and resolve downtime and telephony issues.
• Make adjustment to call allocations driven by the real-time trends.
• Conduct real-time monitoring of agents through real-time adherence view to ensure schedule adherence and notify support personnel on the floor to resolve adherence issues.
• Handle agents' pending time-off requests, schedule swaps, trades, etc. and the daily exception management of our Calabrio system.
• During low call volume, determine the business needs and allocate resources to alternative tasks or queues, or work with members of management to determine if voluntary time off can be offered.
• Update reporting packages for agents, teams, and programs to provide analysis of areas of opportunity, AHT, SLA, Schedule Adherence, SVL stats for previous day, WTD, and MTD.
• Send out hourly performance updates including interval and intraday SVLs, % to forecast, ASA, and callouts.
• Responsible for tracking attrition, absenteeism, and unproductive hours.
• Determine if additional off phone activities can be scheduled or recommendation to cancel is needed due to SLAs.
• Other related duties as assigned.

Requirements: 

• Experience with WFM software (Calabrio/ Cisco) that includes real-time adherence. This is a Plus
• Must have a good working knowledge of Excel and other Windows based programs (Word, PowerPoint, etc.), with the ability to organize/analyze data in a structured manner. This is a must.
• High School Diploma or GED
• Schedule Flexibility (Including weekends and holidays). This is a must.

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Our goal is to create a thriving, inclusive and diverse team where people love their work and love working together. We believe that diversity, equity and inclusion is essential to our purpose of creating a better tomorrow. We value the uniqueness of every individual and want you to bring your whole, authentic self to work. For us, this is The Power of YOU and it ensures that we live what we believe.ll your information will be kept confidential according to EEO guidelines.