Workforce Management (Real Time Analyst)

Summary of the role

As a Real Time Analyst you use your expertise to monitor and analyse 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