Real Time Analyst/Workforce Agent

Radius Global Solutions is looking for a competent Real Time Analyst and a Work Force Agent to join our Montego Bay Jamaica Team!

We are looking for a competent Real Time Analyst and a Work Force Agent to join our dynamic team!

Real Time Analyst (RTA)

The RTA will partner with the workforce and operations management team to monitor real-time inbound and outbound call traffic, ensuring optimum efficiencies. The role will also focus on maintaining acceptable service levels, managing abandon rates, and monitoring active rates. He/she should have strong knowledge of RTA, scheduling, rostering, real-time monitoring, tracking, and documentation.  Additionally, this position is responsible for intraday analysis of call flow, as well as monitoring and adjusting staff resources to meet call volume demands and achieve performance goals. On a regular and continuous basis, the RTA must exercise sound judgment and integrity, taking responsibility for decisions, their consequences, and their impact on people, costs, and service quality within the organization.

Education and Requirements:

• Associate Degree in Information Technology or any other related field
• At least 1 year of experience working as a work force/real time analyst
• Expert knowledge of workforce management tools
• Able to work with little or no supervision
• Critical thinking and excellent time management skills
• Ability to work in a fast-paced environment
• Excellent verbal and written communication skills
• Competency in Microsoft Office (Excel)
• Must be detail oriented.
• Ability to multitask
• Must be able to work very flexible schedules, inclusive of Saturdays and public holidays.

Workforce Agent

Essential Functions: 

The primary role of a workforce agent is a support position to the production teams. This position includes, but is not limited to, the following functions.

• Prepare daily, weekly, and monthly reports for the clients and senior management. 
• Start/stop site-specific dialer campaigns as needed to maximize agent production and meet overall client performance expectations. 
• Create/delete/modify agent IDs as needed to ensure all dialer agents can access the appropriate dialer campaigns.
• Apply existing campaign filters as required to maximize revenue and dialer performance—dials and right-party contacts per hour.
• Work with Dialer Manager (LiveVox) to ensure the required campaigns and filters are established as needed for client account coverage.
• Assist Dialer manager in troubleshooting agent ID or workstation issues to allow agents to log on/off as needed to support dialer campaigns and meet productivity standards.
• To remove DNCs from the Dialer
• Track and maintain attendance: breaks, lunches, and reporting to work

Education and Requirements:

• At Least 4 CXC/GCE O’Level subjects
• Must have an entry-level knowledge of Microsoft Excel.
• Good communication skills, both verbal and written
• Ability to work with minimum supervision
• Must be detail oriented.
• Ability to meet goals and deliverables in a timely manner
• Ability to multitask
• Must be able to work very flexible schedules, inclusive of Saturdays and public holidays.
• Ability to work in a fast-paced environment
• Must have excellent attendance.

ALL APPLICANTS MUST BE ABLE TO PASS A CRIMINAL BACKGROUND CHECK AND A DRUG TEST