Maggie Milatzo, PHR
Manager Human Resources
(Direct Line) 678-443-3177
BCD Travel, one of the nation’s leading travel management companies, is in search of a proven Real-Time Analyst. This position is responsible for real-time and/or intraday management of resources to ensure the correct number of agents at the right times are in their seats to answer an accurately forecasted volume of incoming calls at the desired service level.
Coordinates appropriate staffing allocation and availability of call center staff in order to achieve service level objectives. Monitors site(s) to ensure optimal staffing levels. Adjusts intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data. Administers volume contingency action plans as deemed necessary and appropriate. Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals. Facilitates real-time discussions with necessary stakeholders. Completes root-cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness. Keys daily exceptions requests, updates schedules and responds to escalated issues and ad-hoc requests. Ensures that all reports originating from the department are accurate and reliable. Helps with the integration and implementation of new call center technologies. Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position.
- Some college desired with mathematical or statistical course work
- Minimum of one (1) year of experience in a call center workforce department and trend analysis
- Proficiency in Microsoft Excel and Access
- Strong knowledge in Automatic Call Distribution (ACD) technology and experience with forecasting / scheduling software
- Experience utilizing a major ACD system
BCD Travel offer’s a dynamic work environment with a competitive compensation and benefits package, including travel benefits. Please click on the following link to apply Click here to apply or visit the Careers section of www.bcdtravel.com to apply for positionUSASOP-5191