Real Time Analyst

Job Purpose

Primarily responsible in closely monitoring real time call volumes & staffing to identify whether the actual data corresponds with the data in the forecasted call volumes and staffing done by the Forecasting and Scheduling Team.

Duties and Responsibilities

Quality Management

• Performs real-time monitoring and schedule adherence tracking on a 24 x 7 basis
• Monitors bi‑hourly call volumes, AHT, and staffing requirements
• Alerts Operations management on threshold violation

Information Management

• Verifies communication of all information relevant to staffing
• Plots PTO/SWAP in the database as against allocation
• Updates employee and team data maintained in the workforce management software
• Facilitates agent skill assignment

Report Generation

• Monitors, tracks and reports agent schedule adherence and employee occurrences
• Ensures tim...