Real Time Analyst

Are you looking for new career growth opportunities in a fun and rewarding team environment?!

About Us

S&P Data is a leading North American Contact Center with a state of the art work environment. With 6 locations in North America we have offices in Cleveland, Albuquerque,Troy and 4 locations in Canada as well as Work From Home. S&P Data employs over 2,500 Associates. S&P Data has maintained a client retention rate of over 90% and has doubled in size each of the past 3 years. Some of our accomplishments that we, AS A TEAM, have achieved include being named one of the Top 10 Call Centers in North America and our CEO winning the prestigious Ernst and Young Entrepreneur of the Year.

Salary $16-17 per hour (Full time)

Summary of Duties

The Real Time Analyst is responsible for managing and ensuring that the service level agreements for various programs are met.

Main Responsibilities

• Manage the call volume, daily attendance and program break schedules
• Assist with creation if metrics and targets for services
• 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
• Use trends and reports to forecast requirements
• Assist with projects and other duties as requested or assigned

Skills and Qualifications

• Demonstrate sound work ethic
• Must have advanced level Microsoft Excel skills – Including advanced formulas, also Word and Email
• VBA macros an asset
• Experience with IEX an asset
• Ability to create reports in Excel and forecast results
• Attention to detail and high level of accuracy
• Ability to multi-task, focus and complete reports for extended periods of time
• Previous call center experience required
• Previous Work Force Management experience is considered an asset
• 1 years call center expierence

Personal Attributes

• Ability to take initiative
• Flexible team player with a positive attitude
• Must have good time management with the ability to work with minimal supervision and under tight timelines
• Capable of managing multiple, simultaneous projects
• Must be friendly and professional with a positive attitude
• Organized with the ability to quickly and effectively adapt to change
• Excellent attendance record
• Able to communicate professionally - oral and written
• Problem solving skills

What we offer you

• Full time employment offering a competitive salary and paid training
• Comprehensive Employee Benefit Plan including medical, dental and vision care
• Fun, friendly, casual work environment with an active social committee that keeps things interesting
• Advancement opportunities – We love to promote from within. You'll have the chance to apply internally for leadership roles as they come up.

Requirements

• Availability: Able to work within the operating hours of 5:00AM-10:00PM, any day from Monday to Sunday.
• Required education: Completed High school or GED
• Required Job History: 5 years call center experience (secondary education or equivalent experience in the required field is considered an asset)
• Job Type: Full-time Salaried position.
• Hire/ Start date: ASAP