Real Time Analyst

About Us: Prometric is a leading provider of technology-enabled testing and assessment solutions to many of the world’s most recognized licensing and certification organizations, academic institutions, and government agencies. We support more than 7 million test takers annually at our testing locations in 180 countries around the world. With over three decades of experience working with clients of all sizes across a multitude of industry sectors, our mission is to design and deliver the highest quality and most innovative testing solutions anytime, anywhere.

Description:
Prometric is seeking a Real Time Analyst (RTA) to be part of the Remote Assessments Team. This role will be responsible for real time monitoring of service levels & staff performance during the day to ensure effective management of incoming customer interactions. This position will work directly with BPO and in-house Operations Teams and will have high visibility.

Responsibilities:
• Daily real time monitoring of service levels for all queues for all sites (multiple geos & channels)
• Oversee Agent performance from all teams at all sites and keep Operations stakeholders informed
• Build and maintain strong relationships with key stakeholders from all sites
• Drive real-time adherence targeting expected capacity against actual performance to achieve service levels & efficiency metric goals
• Review and process time-off / overtime requests in real time
• Communicate changes to incoming contact patterns to Operations & broader WFM Teams. Act as main point of contact during escalations, facilitating communications between Operations and IT Teams
• Support changes within routing/skilling profiles
• Update and send ad-hoc/standard reports related to performance of each site, including but not limited to shrinkage, occupancy, latency, incoming volume and aux time on a daily, weekly, monthly basis
• Work closely with Team Leaders & Sr. Leadership (forecasting & scheduling) to ensure optimal staffing coverage on a daily & weekly basis
• Provide assistance to WFM Team as needed on additional ad-hoc continuous improvement projects

Basic Qualifications:
• 1+ years of experience in a contact center environment
• Intermediate Microsoft Excel skills
• Decision making & complex problem-solving skills
• Analytical with attention to detail
• Ability to build relationships quickly
• Demonstrated ability to analyze data, using data to drive decisions, and implementing effective resolutions
• Experience combining information from multiple data sources for root cause analysis, and take meaningful actions as a result
• Ability to maintain composure in critical situations and communication clearly (verbal & written) with stakeholders
• Flexible schedule including nights & weekends as needed

Preferred Qualifications:
• 1+ years of previous experience in a WFM or RTA role (scheduling, forecasting, reporting)
• Proven experience with Aspect, Calabrio, Verint or other WFM platform
• Advanced Microsoft Excel skills (lookups, pivot, index/match, SQL)
• Ability to prioritize & meet tight deadlines
• Explain data to all levels of business, adjusting style accordingly based on audience

Prometric is an Equal Employment/Affirmative Action employer. We do not discriminate in hiring based on sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state, and local law.