BPO Real Time Analyst

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Early Applicant

Job Description

Duties And Responsibilities

Prepare intraday reports on staff attendance and reconcile daily timesheets with schedules and actual time-in/time-out records.
Monitor attendance and schedule adherence, ensuring adequate daily coverage through adjustments to staffing and scheduling.
Communicate with management and operations teams to maintain service levels and meet business objectives.
Generate detailed reports that provide clear insights into hourly, daily, and monthly agent performance.
Process requests for schedule modifications, such as meetings, training, or other operational events.
Analyze schedule accuracy and performance data to recommend improvements in scheduling efficiency and team satisfaction.
Provide analytical support for special projects and continuous improvement initiatives.
Collaborate with staff, management, Human Resources, and Accounting on workforce-related matters.
Demonstrate strong analytical skills, particularly in forecasting and performance analysis.
Perform additional duties as assigned.

Key Responsibilities

Conduct real-time monitoring and adjustments using workforce management tools to optimize resource efficiency and achieve service level targets.
Continuously analyze performance trends and re-forecast staffing needs to align with operational goals across multiple sites.
Maintain constant communication with Operations teams to implement staffing adjustments based on real-time and forecasted results.
Produce call volume forecasts on a daily, weekly, monthly, and annual basis for multi-site operations.
Develop, evaluate, and update staffing schedules and models; provide recommendations based on data analysis.
Compare results against forecasts to identify opportunities for improvement.
Deliver daily and intraday performance reports to leadership.
Perform other related duties as assigned.

Work Schedule