Real Time Analyst | Anonas

Real Time Analyst

Responsible for intraday performance management, ensuring forecast accuracy, service level, occupancy, utilization and making adjustments when staffing is misaligned or the forecast is inaccurate.

Responsibilities

• Monitor queue level performance and variance to forecast in real time.
• Report significant variations from forecast to Operations and WFM Management.
• Provide recommendations for addressing and responding to forecast variations.
• Monitor agent level schedule adherence.
• Report significant adherence deviations to Operations and WFM Management proactively and urgently.
• Analyze variations to forecast and project impact for the remainder of the day.
• Compile and submit intraday reports with accuracy and timelines, including proactive recommendations for action.
• Update schedules with real‑time attendance and exceptions.
• Approve or recommend alternati...