Real Time Analyst – Role Overview

As a Real Time Analyst, you will be responsible for intraday performance management, ensuring forecast achievement, service level, occupancy, utilization, and making adjustments if staffing is misaligned or forecasts are inaccurate.

Key Responsibilities

• Monitor queue level performance and variance to forecast in real time.
• Report significant variations from forecast to Operations and WFM Management.
• Provide recommendations for addressing and responding to forecast variations.
• Monitor agent level schedule adherence.
• Report significant adherence issues to Operations and WFM Management proactively and urgently.
• Analyze forecast variations and project impact for the remainder of the day.
• Compile and submit intraday reports with accuracy and timelines, including proactive recommendations for actions.
• Update schedules with real time attendance and ex...