Real Time Analyst | Las Piñas

Real Time Analyst

Real Time Analysts are responsible for intraday performance management and ensuring forecast and service level targets are achieved. The core duties include monitoring queue performance, reporting variances, providing recommendations, and updating schedules in real time.

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 issues 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 actions.
• Update schedules with real-time attend...