Real Time Analyst

7 days ago

Singapore BCD Travel Corporate Full time

**Are you ready to bring your skills, competencies/experience to BCD Travel**? We are looking for a Real Time Analyst to join BCD Travel.**

**Real Time Analyst**:

- Full-time homebased, in Singapore, Australia, Hong Kong and China_

In this role you will be responsible for the real-time and/ or intraday management of resources and technology across multichannel environments to achieve desired performance and budgetary objectives.

**A snapshot of this opportunity**
- Analyzes and fully documents requirements
- Works with internal Workforce Management team as well as field operations to identify alternative solutions and associated pro’s and con’s and explains the requirements, deliverables, costs, and criticalities of the situation as appropriate
- Prepares proposals, presentations and cost benefit analysis for recommendations
- Work with strategic partners within the organization to enhance service delivery, drive efficiency, and leverage investments in technology and resources
- Understand and support disaster recovery documentation and processes
- Coordination of the appropriate staffing allocations and availability to achieve service delivery
- Contingency planning and recommendations to ensure optimal staffing targets throughout the day for consistency in agent workload and customer service delivery
- Partner with appropriate resources to provide requirements, definitions, calculations and design recommendations for real time and historical reporting
- Identify efficiency opportunities, implement solutions, and measure success, with objective of consistently achieving service level goals, improving agent adherence and occupancy, and minimizing cost per call in managed operational units
- Measure, and report on results to support ROI where required
- Provide input for budget planning as it relates to staffing requirements for operations

**How you can set yourself apart**
- Experience functioning in high stress situations
- Advanced knowledge of Contact Center Methodologies
- Certification in Workforce Management and/or Contact Center Management
- Experience in forecasting and trend analysis for multichannel environment experience
- Demonstrated competency in Workforce Management, ACD and other Contact Center Technologies
- Experience in Workforce Management experience
- Demonstrated competency in MS Excel and Access
- Ability to communicate contact center data/forecasts to all levels of employees in an understandable fashion

**Interested?**

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