Kaizen Gaming is hiring a
Real Time Analyst

Let’s start with the role:

The Real Time Analyst reports to the RTA Team Leader and is responsible for monitoring all queues and ensuring adequate actions are taken on rosters to achieve target metrics. The Real Time Analyst ensures adherence to schedules, activity entries, and that numbers are up to date with scheduling systems to achieve optimal performance in real-time.

• Act as the real-time monitor for the CS teams by providing direction, guidelines and performance updates to hit service level goals;
• Monitor teams’ performance against work schedules and real-time productivity through applications;
• Collaborate with team members to identify trends and patterns affecting service levels.
• Communicate actual performance & productivity of teams’ KPIs to CS leaders to promote the achievement of KPI targets;
• Develop and maintain up-to-date Help Center articles pertaining to incidents or events anticipated to generate increased customer traffic.
• Provide continuous interaction with CS  (leadership and the agents) to achieve service-level metrics with the intent of meeting contractual objectives;
• Generate and submit incident reports, daily and weekly, documenting events comprehensively and in a high-level protocol.
• Identify business process excellence improvement opportunities, contributing to design and execution while maintaining a detailed record of activities, actions, and impacts.
• Explore and recommend improvements or optimizations in using monitoring tools and technologies to enhance real-time performance tracking and reporting capabilities.
• Develop and maintain standardized documentation and reporting procedures to ensure consistency and clarity.

What you’ll bring:

• Minimum 1-year experience in an RTA role in a contact center environment;
• Well-versed in workforce planning while possessing solid understanding of CS Metrics; 
• Proficient in the use of Google Workspace;
• Proactive with a strong work ethic and eagerness to ‘go the extra mile';
• Adaptable to learn new processes, concepts, and skills;
• Strong analytical and problem-solving skills;
• Demonstrated ability to work autonomously and make informed decisions;
• Ability to build relationships quickly with key internal and external business partners;
• Willing to work on shift rotations;
• Strong command of the English language.

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