1. Provide real-time monitoring via available tools and workforce management techniques to make intra-day adjustments in an effort to maximize resource efficiency and achieve service level goals / business objectives.

2. Perform continual analysis of current performance and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Operations teams to achieve service level goals / business objectives for a multi-site operation

3. Produces call volume forecasts on a daily, weekly, monthly and annual basis for multi-site operation.

4. Generates and evaluates staffing schedules

Qualifications

• atleast 2-4 years of relevant experience as real-time analyst
• Good analytical skills
• Excellent in MS Excel & number crunching
• Experience with Workforce Management software (scheduling, performance tracking, reporting)
• Good interpersonal skills
• Excel...