Job Description

Overview

Full Potential Solutions (FPS) is a performance-based analytically driven omnichannel solutions organization with operations in Kansas City, MO, Chennai, India and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees.

We invest in our people and put culture first because we believe that happy, fulfilled teams deliver breakthrough results. FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental and vision benefits, and the opportunity for high potential career growth with a fast-growing company.

Our Core Values:

Integrity - Do what's right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect

Excellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement

Accountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate

Grace - Respect and appreciate differences, Care for one another, Humility, Make work personal

Our Mission: To create conditions within which people can thrive!

The Real Time Analyst is mainly responsible for managing and ensuring that the service level agreements for various programs are met.

Responsibilities

• Manage the call volume, daily attendance and program break schedules.
• Ensure that primary KPI of the program is achieved (ILAM, SLA, ASA, AHT).
• Assist with creation if metrics and targets for services.
• Work closely with the operations team to analyze and help improve their delivery processes.
• Generate ideas for process and service improvement planning.
• Produce daily, biweekly and monthly internal reports.
• Use trends and reports to forecast requirements.
• Assist with projects and other duties as requested or assigned

• Must have intermediate level Microsoft Excel skills - Including advanced formulas, also Word and Email.
• Experience with IEX, CMS, Avaya, or Symposium and Blue Pumpkin an asset.
• Experienced in managing ILAM is required (Line Adherence Model).
• Ability to create reports in Excel and forecast results.
• Attention to detail and high level of accuracy.
• Ability to multi-task, focus and complete reports for extended periods of time.
• Previous Workforce Management experience is required.