Real Time Analyst - WFM

Summary of the role

A Bachelor's degree is required for this position.

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.

A minimum of 1-2 years of experience in workforce management or real-time analysis is required.

• 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
• Experience with workforce management systems is required.
• 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
• A minimum of 1+ years of call centre or customer service experience is required.