Found Description
Qualifications
- Bachelor's Degree in Mathematics or any related field.
- At least 1 year WFM Realtime Analyst experience in BPO industry.
- Proficiency in MS Office applications (Word, Excel, PowerPoint).
- Must be willing to work onsite and on night shifts.
Real-Time Analyst (RTA) Roles and Responsibilities
- Real-Time Monitoring
- Monitor queues, staffing levels, and service performance in real time.
- Track, log, and elevate operational incidents and outages.
- Monitor schedule and roster adherence, attendance, breaks, and shift compliance.
- Reporting and Analyst
- Analyze daily MIS and operational reports.
- Provide feedback to Scheduling on staffing and break allocations.
- Provide feedback to Forecasting on call volume and AHT variances.
- Ensure all reports are accurate and delivered on time.
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