Real Time Analyst

Experian is a global data and technology company, powering opportunities for people and businesses around the world. We help to redefine lending practices, uncover and prevent fraud, simplify healthcare, create marketing solutions, all using our unique combination of data, analytics and software. We also assist millions of people to realize their financial goals and help them save time and money.

We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more industry segments.

We invest in people and new advanced technologies to unlock the power of data. As a FTSE 100 Index company listed on the London Stock Exchange (EXPN), we have a team of 22,500 people across 32 countries. Our corporate headquarters are in Dublin, Ireland. Learn more at experianplc.com

The Workforce Management Real Time Analyst position is responsible for making performance and staffing level call outs to optimized service level and utilization delivery. Provide a great customer and employee experience by delivering real-time (intra-day) management while achieving business objectives and key performance metrics. A clear understanding of how planning/forecasting staff requirements translate to optimal real-time (intra-day) management to support multi-department contact center operations is optimal.

Key Responsibilities:

• Conduct real-time monitoring of queues and skill sets, regardless of the location, and identifying intra-day trends.
• Report and work closely with the Operations and System Teams to manage and resolve downtime and telephony issues.
• Make adjustment to call allocations by the real-time trends.
• Conduct real-time monitoring of agents through real-time adherence view to ensure schedule adherence and notify support personnel on the floor to resolve adherence issues.
• Handle agents' daily exception management of our Calabrio system.
• During low call volume, determine the business needs and allocate resources to alternative tasks or queues, or work with members of management to determine if voluntary time off can be offered.
• Update reporting for agents, teams, and programs to provide analysis of areas of opportunity, AHT, SLA, Schedule Adherence, SVL stats for previous day, WTD, and MTD.
• Send out hourly performance updates including interval and intraday SVLs, % to forecast, ASA, and callouts.
• Responsible for tracking attrition, absenteeism, and unproductive hours in real time.
• Determine if additional off phone activities can be scheduled or recommendation to cancel is needed due to SLAs.

• Experience with WFM software (Calabrio/ Cisco) that includes real-time adherence. This is a plus.
• Must have a working knowledge of Excel (can maintain complex spreadsheets) and other Windows based programs (Word, PowerPoint, etc.), with the ability to organize/analyze data in a structured manner.
• High School Diploma or GED

Our uniqueness is that we celebrate yours. Experian's culture and people are important differentiators. We take our people agenda very seriously and focus on what matters; DEI, work/life balance, development, authenticity, collaboration, wellness, reward & recognition, volunteering... the list goes on. Experian's people first approach is award-winning; World's Best Workplaces™ 2024 (Fortune Global Top 25), Great Place To Work™ in 24 countries, and Glassdoor Best Places to Work 2024 to name a few. Check out Experian Life on social or our Careers Site and Glassdoor to understand why.

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is a critical part of Experian's DNA and practices, and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work, irrespective of their gender, ethnicity, religion, color, sexuality, physical ability or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.

Benefits

Experian care for employee's work life balance, health, safety and wellbeing. In support of this endeavor, we offer best-in-class family well-being benefits, enhanced medical benefits and paid time off.

Experian Careers - Creating a better tomorrow together

Experian Careers - Creating a better tomorrow together

Find out what its like to work for Experian by clicking here