Real Time Analyst
As a member of the Customer Service & Support department and part of the WFM Center of Excellence which is responsible for the contact centers across Thomson Reuters. The Real Time Analyst is primarily responsible for managing the daily workflow and usage of resources for the global contact center staff. This position will work closely with Workforce Schedulers and Workforce Analysts as well as the Operations team and business partners. The Real Time Analyst will also advise management of compliance and attendance issues, work with Training and Quality, and act as a liaison between the Workforce team and business partners.
About The Role
In this opportunity as Real Time Analyst, you will:
- Monitor and manage daily and intra-day schedule adherence, updating plans and communicating SLA changes to leadership.
- Use real-time tools and workforce techniques to adjust staffing and optimize resource efficiency to meet service level goals.
- Reallocate inbound volumes and staff assignments as needed, including real-time and week-of adjustments.
- Analyze current and historical performance trends to re-forecast and adjust staffing plans accordingly.
- Track attendance and report exceptions to leadership promptly.
- Review intra-day performance reports to assess staffing needs before approving time off or off-phone activities.
- Coordinate with Operations and business partners to align staffing with forecasted needs and resolve technical issues impacting customer support.
About You:
You're a fit for the role of Real Time Analyst if you have the following required qualifications:
- Ability to work independently and as a team
- Ability to work under pressure, meet deadlines and be accountable for performance
- Able to multi-task, be detail oriented and demonstrate strong organizational skills
- Demonstrate the proactive ability to find and define problems, understand business impact, identify solutions and provide recommendations for corrective action
- Demonstrate excellent interpersonal skills with all levels of organizational customers and team members
- Experience with contact center and workforce management software and reporting tools; Aspect, Impact 360, Calabrio, Cisco phone system, CRM systems – Salesforce/FLASH/EMS; KANA Response software and other email/chat solutions
- Bachelor’s degree or related work experience
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What’s in it For You?
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.
Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.
Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.
Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.
Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.
Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.
Making a Real-World Impact: We are one of the few companies globally 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.
About Us
Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media. Our products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth, and transparency. Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news.
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. 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.
As a global business, we rely on the unique backgrounds, perspectives, and experiences of all employees to deliver on our business 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 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. More information on requesting an accommodation here.
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More information about Thomson Reuters can be found on thomsonreuters.com.