Real Time Adherence Specialist

The Real Time Analyst is responsible for managing and ensuring that the service level agreements for various campaigns are met. The Realtime Analyst will manage all intraday activities in support of Operations to achieve business goals, service level objectives, and maximize efficiency and productivity.

Responsibilities

• Monitors real-time ACD work state of agents, schedule and break adherence, and agents exceeding thresholds.
• Ensure staffing and service levels are within acceptable ranges.
• Conducts analyses and recommends solutions to real-time performance issues with the Operations Management Team.
• Approves discretionary activities to increase occupancy and take advantage of high availability.
• Administration of intraday schedule changes.
• Ensure all required WFM data is tracked and trended on a continuous basis.
• Delivers regular and ad-hoc reports on time as requested by the internal and external clients.
• Communicates identified risks to Operations Leadership, Management, Technology Team, and client counterparts including outages and system issues.
• Performs other duties and assignments as directed.
• Manage the call volume, daily attendance and program break schedules
• 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
• Escalate difficult and complex situations as they arise.
• Demonstrate complete command and understanding of service level, abandonment, average speed of answer, occupancy, and common call center workforce terminology.
• Hold yourself accountable for measurable, high-quality, and timely results.
• Care for Hard Rock brand by holding self accountable by being a brand ambassador.
• Provide guests with a clear picture of Seminole Gaming and Hard Rock products and services
• Comply with all departmental and company policies, including Seminole Gaming’s and Hard Rock’s business ethics guidelines and property-specific protocols.
• Must be organized and can use filing systems
• Ability to prioritize in a fast-paced environment
• Assist with projects and other duties as requested or assigned

Qualifications

• 1-2 years’ experience in an administrative position preferred
• Prior experience as a Real Time Analyst preferred
• Experience with IEX, CMS, Avaya, Symposium, Blue Pumpkin is an asset
• Must have Microsoft Excel skills – Including formulas, also Word, and Email
• VBA macros are an asset
• Previous call center experience required 
• Previous Work Force Management experience is considered an asset
• Ability to create reports in Excel and forecast results
• Attention to detail and a high level of accuracy
• Ability to multitask, focus, and complete reports for extended periods