Real Time Analyst

Opticall BPO was founded in 2016 under one single precept, to become the leading organization in the Business Process Outsourcing Industry. Opticall is rapidly becoming one of the fastest growing BPOs, developing tremendous career opportunities, attractive compensation & benefit packages for our talented members in the countries where it operates.With over +15 support departments such as Marketing, Accounting & Finance, Human Resources, Call Center, IT, Operations and many more, Opticall BPO offers a rewarding work environment, professional development, job stability, and once in a lifetime journey. We are happy to celebrate our success and include you in it.Summary/Objective: The Real-Time Analyst will be responsible for all duties associated with Scheduling, Forecasting, Planning and Aligning of the volume of work at Telemedicine and Call Center departments. The Real Time Analyst will be required to provide data analysis, as well as use scheduling tools to adjust our workforce to handle our workload. This position will be responsible for data presentation, data reporting, data consolidation, data analysis and reporting management/dashboards. The position will design, construct and support operations to help us optimize our production hours.Responsibilities:Coordinate appropriate staffing allocation and availability of our Call Center and/or Telemedicine staff to achieve Service Level objectives.Act as the first point of contact (POC) for system outages and report/escalate accordingly.Take immediate action when abandonment levels exceed usual thresholds or during unexpected spikes by adjusting resources accordingly.Provide RTA support for all associates across the LOB assigned.Veil for Telemedicine and/or Call Center efficiency through Real Time Analysis.Report overtime hours to Payroll.Track Telemedicine and/or Call Center performance by building productivity reports, statistics and creating Action Plans.Track, Build and send daily reports with Telemedicine/Call center’s key performance Indicators such as handle time, after call time, Schedule Adherence, Service Level, Occupancy and others.Work with upper management to make improvements to processes, activities and tools.Responsible for attendance, tracking, coding and reporting to operations and HR.Daily Floor Support coverage for Telemedicine and/or Call Center.Education and Experience:+1 year of experience in a similar role is preferred, but not a must.Bachelor's degree in Business, Industrial Engineering and Statistics is preferred.Skills/ Qualifications:Schedule Flexibility.Multitasking skills.Ability to react quickly and effectively in a high pressure, time-sensitive environment.Proven proficiency in Microsoft Office Package, specifically Excel.Intermediate knowledge in Power BI.Highly Analytical Skills.Advanced English Level.Business minded, organized, self-motivated and works well with others.Ability to prioritize and execute tasks efficiently.Demonstrated ability to work independently.