Intraday Analyst
Are you someone who can monitor staffing and ensure available solutions in desperate moments?
Can you create effective strategies to meet call volumes?
Do you have good problem-solving skills if there are shortfall or negative staffing?
As an Intraday Analyst, you will be expected to :
Partner with the Quantrics Operations Team to manage agent adherence, schedule, and absenteeism
Work with the Quantrics Operations Team and the Client Intraday Team to identify, analyze, and mitigate issues affecting our ability to meet requirements
Monitor queue performance and volumes to enable formulation strategies to mitigate surplus or shortfall of supply
Ensure that Intraday schedule corrections and activity planning is captured in a timely fashion
Coordinate production of ad-hoc and regular Intraday staff availability reporting
Meet with the Operations Team to resolve technical and agent availability concerns
Monitor absenteeism and attrition and provide feedback to scheduling team
The skills and competencies you will need :
Flexibility to work autonomously in a start-up environment, where constant change abounds
Associates Degree in related field (preferably with 1 year of experience)
Proficient with Microsoft Office
Fluent in the English language (both written and verbal)
Experience with Cisco or Avaya ACDs and NICE Workforce Management is an asset
Strong multi-tasking, prioritization, and time management skills are essential
Ability to work in a 24 / 7 rotating shift environment. Night shifts may be required
Ability to operate independently, with decision making skills in potentially high-stress situations
Detail and process-oriented
Proactive and action-oriented with proven ability to work with minimal supervision and direction 
