Real Time Analyst

Do you love to solve problems and find better ways of getting things done?  Do you love asking ‘why’ about pretty much everything? And does it make you happy when things are perfectly aligned and standardized? Can you pick the small pieces to create a big picture? Do you have the tendency to look into the end-to-end issue rather than just focusing on an incident? If so, then this role might be for you.

About the Role:

• Manage real-time monitoring via available tools and workforce management techniques to
• make intra-day adjustments to maximize resource efficiency and achieve service level
• performance goals and business objectives.
• Perform continual analysis of current performance (noting recent historical trends) and
• conduct real-time re-forecasting to make necessary adjustments in staffing plans.
• Check attendance line regularly and notify leadership of exceptions.
• Evaluate intra-day performance reports to determine staffing needs before approving time-off
• or scheduling off-phone activities.
• Manage the communication with the Operations teams and business partners to coordinate needed staffing adjustments based on current and forecasted results
• Filling shifts and writing schedules based on staffing requirements.
• Performs timekeeping activities for the group/department and monitor attendance of staff to track compliance.
• Schedules other employee activities that are off-the-phone activities.
• May provide support to other areas of customer services operation.

About You:

• Education: Any graduate
• Years of experience: 1.5 - 4 Years of related work experience in a contact centre as an agent or RTA.
• Experience in WFM tools like Genesys and Alvaria would be a plus.
• Experience in MS excel.
• Knowledge in data analytics
• Client handling experience
• Good problem-solving skills, written and verbal communication skills.
• Good stakeholder management
• Ability to manage the workload and deliver results in a fast-paced environment.
• Drive & self-motivation with the ability to work independently.
• Proven ability to form strong customer relationships, an understanding of customer focus and service delivery.

#LI-SS3

What's in it For You?

You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:

• Hybrid Work Model: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected

  
  

• Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: flexible vacation, two company-wide Mental Health Days Off; work from another location for up to a total of 8 weeks in a year, 4 of those weeks can be out of the country and the remaining in the country, Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing.

  
  

• Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.

  
  

• Learning & Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters café networking.

  
  

• Social Impact: Ten employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact.

  
  

• Purpose Driven Work: We have a superpower that we’ve never talked about with as much pride as we should – we are one of the only companies on the planet that helps its customers pursue justice, truth and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.

  
  

Do you want to be part of a team helping re-invent the way knowledge professionals work? How about a team that works every day to create a more transparent, just and inclusive future? At Thomson Reuters, we’ve been doing just that for almost 160 years. Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world’s most global news services – Reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and informing.

We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments that celebrate diversity and inclusion. At a time when objectivity, accuracy, fairness and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward. 

Accessibility 

As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.

We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.

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More information about Thomson Reuters can be found on https://thomsonreuters.com.