Real Time Analyst

Profile

Your Impact As A Real Time AnalystThe Real Time Analyst is responsible for ensuring daily tasks are delivered to ensure service levels for our clients are met. Ability to work in a fast paced environment and process tasks as needed in a very timely manner. Understand workforce management concepts such as forecasting, scheduling, skill management, and PTO management.  This position is for the late shift: 1pm - 10:30pm.Job Responsibilities:Responsible for real-time and/or intraday management of resources to ensure the accurate number of agents at the right times are in their seats to answer an accurately forecasted volume of inbound and/or outbound calls at the desired service level.Duties and Responsibilities May Include:Coordinates appropriate staffing allocation and availability of call center staff in order to achieve service level objectives.Monitors site to ensure optimal staffing levels.Adjust intraday forecasts derived from understood business drivers to resolve 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 vital 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 partners.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.Provides real time management of all communication channels with contact center teamsAssumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position. You Bring Knowledge and Expertise Required Experience:1-2 years workforce analyst experienceStrong working knowledge of Operations and operations measures.Strong math proficiencyStrong understanding of computer skills such as Outlook, WebEx Teams, CRM platforms.Intermediate Excel skillsAbility to work the late shift: 1pm - 10:30pm Preferred Experience:1 to 2 years experience in call center workforce analyst or management roleStrong workforce management and statistical backgroundExperience working in an inbound or outbound call centerCall center operations management experienceStaffing forecasting experienceEducation:Bachelor’s degree or equivalent years of industry experience.  We offer youA competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.The salary range for this position is $43,000 to $48,000 annually. This salary range is an estimate and the actual salary will vary based on applicant’s education, experience, skills, and abilities, as well as internal equity and alignment with market data.  The salary may also be adjusted based on applicant’s geographic location. Our Colleague Experience:From helping clients gain access to capital after natural disasters, to creating access to health care and retirement for millions, Aon colleagues empower results for our clients, communities, and each other every day. They make a difference, work with the best, own their potential, and value one another. This is the Aon Colleague Experience, defining what it means to work at Aon and realizing our vision of empowering human and economic possibility. To learn more visit Aon Colleague Experience. About Aon:Aon plc (NYSE:AON) is the leading global provider of risk management, insurance and reinsurance brokerage, and human resources solutions and outsourcing services. Our more than 72,000 colleagues worldwide empower results for clients in over 120 countries with innovative and effective risk and people solutions and through industry-leading global resources and technical expertise. To learn more visit aon.com.By applying for a position with Aon, you understand that, should you be made an offer, it will be contingent on your undergoing and successfully completing a background check consistent with Aon's employment policies. Background checks may include some or all of the following based on the nature of the position: SSN/SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, fingerprint verification, credit check, and/or drug test. You will be notified during the hiring process which checks are required by the position.Aon provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, veteran, marital, or domestic partner status. Aon is committed to a diverse workforce and is an affirmative action employer.DISCLAIMER: Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. #LI-AM4   2512907,qualifications:UNAVAILABLE,responsibilities:Your Impact As A Real Time AnalystThe Real Time Analyst is responsible for ensuring daily tasks are delivered to ensure service levels for our clients are met. Ability to work in a fast paced environment and process tasks as needed in a very timely manner. Understand workforce management concepts such as forecasting, scheduling, skill management, and PTO management.  This position is for the late shift: 1pm - 10:30pm.Job Responsibilities:Responsible for real-time and/or intraday management of resources to ensure the accurate number of agents at the right times are in their seats to answer an accurately forecasted volume of inbound and/or outbound calls at the desired service level.Duties and Responsibilities May Include:Coordinates appropriate staffing allocation and availability of call center staff in order to achieve service level objectives.Monitors site to ensure optimal staffing levels.Adjust intraday forecasts derived from understood business drivers to resolve 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 vital 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 partners.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.Provides real time management of all communication channels with contact center teamsAssumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position. You Bring Knowledge and Expertise Required Experience:1-2 years workforce analyst experienceStrong working knowledge of Operations and operations measures.Strong math proficiencyStrong understanding of computer skills such as Outlook, WebEx Teams, CRM platforms.Intermediate Excel skillsAbility to work the late shift: 1pm - 10:30pm Preferred Experience:1 to 2 years experience in call center workforce analyst or management roleStrong workforce management and statistical backgroundExperience working in an inbound or outbound call centerCall center operations management experienceStaffing forecasting experienceEducation:Bachelor’s degree or equivalent years of industry experience.  We offer youA competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.The salary range for this position is $43,000 to $48,000 annually. This salary range is an estimate and the actual salary will vary based on applicant’s education, experience, skills, and abilities, as well as internal equity and alignment with market data.  The salary may also be adjusted based on applicant’s geographic location. Our Colleague Experience:From helping clients gain access to capital after natural disasters, to creating access to health care and retirement for millions, Aon colleagues empower results for our clients, communities, and each other every day. They make a difference, work with the best, own their potential, and value one another. This is the Aon Colleague Experience, defining what it means to work at Aon and realizing our vision of empowering human and economic possibility. To learn more visit Aon Colleague Experience. About Aon:Aon plc (NYSE:AON) is the leading global provider of risk management, insurance and reinsurance brokerage, and human resources solutions and outsourcing services. Our more than 72,000 colleagues worldwide empower results for clients in over 120 countries with innovative and effective risk and people solutions and through industry-leading global resources and technical expertise. To learn more visit aon.com.By applying for a position with Aon, you understand that, should you be made an offer, it will be contingent on your undergoing and successfully completing a background check consistent with Aon's employment policies. Background checks may include some or all of the following based on the nature of the position: SSN/SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, fingerprint verification, credit check, and/or drug test. You will be notified during the hiring process which checks are required by the position.Aon provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, veteran, marital, or domestic partner status. Aon is committed to a diverse workforce and is an affirmative action employer.DISCLAIMER: Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. #LI-AM4  ,skills:UNAVAILABLE,workHours:UNAVAILABLE,jobBenefits:UNAVAILABLE,datePosted:2022-07-07T16:26:00 0000,employmentType:FULL_TIME,educationRequirements:UNAVAILABLE,salaryCurrency:USD,baseSalary:{@type:MonetaryAmount,currency:USD,value:{@type:QuantitativeValue,value:0,minValue:0,maxValue:0,unitText:YEAR}},validThrough:2023-07-07T16:27:41.000Z,industry:UNAVAILABLE,hiringOrganization:{@type:Organization,name:Aon Corporation,sameAs:https://jobs.aon.com,logo:https://assets.jibecdn.com/prod/aon/0.0.47/assets/brands/https://aon.icims.com/icims2/servlet/icims2?module=AppInert&action=download&id=1134557&hashed=154379},jobLocation:{@type:Place,address:{@type:PostalAddress,addressLocality:Virtual,addressRegion:Illinois,streetAddress:Virtual,postalCode:60601,addressCountry:United States}}}

Company info

Aon PLC.
Website : http://www.aon.com