Responsible for monitoring, analyzing, and enhancing the utilization of daily staffresources and call handling on a real-time basis. This would include maintainingexpected occupancy, service levels, handle time, abandon rate, and ASA
They serve as point of contact for any concerns with real-time staffing needs and make decisions for correction of any related issues
The Real-Time Operations Analyst will take appropriate steps to maintain optimal service levels and occupancy by adding and decreasing staff based off pre-defined alert levels
Provide necessary reporting including Service Level updates to appropriate distribution list
Document and track all system outages understanding the impact the outages has on the business
Knowledge, Skill Set & Qualifications Required (External)
At least with 1 to 2 years of Real Time Analyst experience under Workforce Management in BPO industry
Has the ability to communicate call center data, and performance to all level of employees in an understandable fashion both email and verbal
Ability to create reports in excel and able to multi task
