Found Description
Job Summary: We are looking for a detail-oriented and analytical Real Time Analyst (RTA) to join our Workforce Management team. The RTA will be responsible for monitoring real-time performance, managing intraday activities, and ensuring service level targets are met. This role plays a critical part in optimizing staffing efficiency, minimizing service level risks, and supporting overall operational performance.
Key Responsibilities:
- Monitor real-time queues and agent performance to ensure service levels and KPIs are achieve
- Manage intraday staffing adjustments based on call volume trends and attendance.
- Analyze performance data and generate reports for operations and leadership teams.
- Coordinate with Team Leaders and Operations regarding staffing gaps and action plans
- Track schedule adherence and product...