Summary of the role
As a Real Time Analyst you use your expertise to monitor and analyze real time/ intraday operations performance. You verify attendance and produce intraday reporting to ensure service level agreements are met.
List of Functional Responsibilities
- Monitor real time metrics (attendance & schedule adherence, average handle time- AHT, automatic call distribution- ACD- talk time, after call work- ACW) to ensure proper staffing levels and compliance with the account's service level agreements
- Provide real-time performance reports (aux activities, hold time, after call usage) and post mortem reports to Operations leaders in the established cadence
- Proactively communicate intraday challenges impacting service level agreements to Operation leaders in support required actions
- Support communication with team leaders and frontline team members
Years of relevant experience
- 8+ months of work experience in contact center
- Workforce management experience is a plus
List of soft skills required
- Knowledge of real time monitoring and reporting
- Analytical and problem solving skills
- Ability to work in a fast paced environment
- Ability to solve problems in straightforward situations, analyzing possible solutions from experience, judgement and precedents
