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 achieved
- 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 productivity metrics
- Identify trends and recommend process improvements to optimize performance