Real Time Analyst

Job description

Functions:

• Monitoring and managing the call volume queues Real Time to meet daily Service Level target while maintaining intraday service consistency.
• Managing agent schedule adherence by planning, monitoring and reporting agent activities
• Managing break schedules especially on instances of unforeseen events (i.e. call surges, high absenteeism, system issues, etc.)
• Generating and publishing accurate intraday performance reports on volume, AHT, staffing, Service Level and abandon on an hourly basis
• Tracking, reporting and coordinating system concerns with Operations, IT team and client as defined in the downtime process
• Managing avail time by recommending intraday activities based on threshold
• Managing pre shift and post shift overtime hours to minimize unnecessary people cost
• Conducting test calls at the start of opera...