Real Time Analyst

A well-established gaming operator is looking for a Real-time Analyst to join the vibrant team on a remote basis The RT Analyst reports to WFM Manager and is responsible for monitoring all queues and ensuring adequate actions are taken on rosters to ensure target metrics are achieved. S/He ensures adherence to schedules, activity entries and numbers are up to date with scheduling systems to achieve optimal performance in real-time.Responsibilities? Administers time & attendance of employees, to ensure the accuracy of the work records;? Monitors employee performance against work schedules and real-time productivitythrough applications;? Informs in real-time the WFM Adherence Clerk and/or Supervisor(s) about employeesthat pass thresholds for schedule adherence and productivity;? Processes schedule change tickets and requests to the published schedule & allchanges to published schedules to meet operational business targets;? Communicates actual performance & productivity of employee KPIs to CS leaders topromote the achievement of KPI targets;? Act as the real-time monitor for the CS teams by providing direction, guidelines andperformance updates to hit service level goals;? Provide continuous interaction with CS (leadership and the agents) to achieveservice-level metrics with the intent of meeting contractual objectives;? Appropriately respond to Service Level variations by working with CS to match staff todemand and/or reallocate call volumes;? Provide periodic reports - real time and historical, containing performance data tosupport operations management in a customer service contact center;? On an ongoing and consistently substantial basis, coordinates, integrates, and providesorganized work efforts to achieve positive operational targeted outcomes;? Execute departmental procedures, communications, incident reports, and leverageanalysis of metrics and measurements;? Identify business process excellence improvement opportunities, contributing to designand execution while maintaining a detailed record of activities, actions and impacts.Requirements? Minimum 1-year experience? Well-versed in workforce planning;? Solid understanding of CS Metrics;? Proficient in MS Office Suite;? Proactive with a strong work ethic and eagerness to 'go the extra mile';? Resourcefulness and creative thinking;? Adaptable to learn new processes, concepts, and skills;? Ability to build relationships quickly with key internal and external business partners;? Proven ability to work as part of a team adding positive attitude and business focus.? Willing to work on at shift rotations;? Ability to work in a fast-paced deadline-driven environment