Real-Time Analyst As a Real-Time Analyst, you will collaborate closely with the Operations team to monitor incoming queue volumes, report daily attendance, address real-time deviations, and ensure compliance with service level goals to maintain consistent performance.
Floor Management: Monitor key performance indicators (KPIs) and issue alerts if any metrics fall outside of target.Proactively address issues affecting KPIs by adjusting routing profiles or skills, reassigning tasks, rescheduling breaks or lunchtimes, and organizing coaching sessions.Inform supervisors of agents who are not adhering to their schedules, including issues like absenteeism, tardiness, or deviations in break times.Alert supervisors to unusual call volume patterns, such as significant increases or decreases.Track agent status and manage Average Handle Time (AHT) effectively.Ensure all operational and management tools are functioning correctly.Regularly test Interactive Voice Response (IVR) systems and Softphone functionality.Escalate and document any incidents involving tools or events that impact performance metrics.Reports: Develop, modify, update, analyze, and interpret reports.Provide daily updates on operational management reports, including attendance, performance, and executive summaries.Update Workforce Management (WFM) reports daily, including intraday forecast accuracy and incident reports.Identify deviations, suggest continuous improvements, and perform graphical analyses such as correlation, Pareto, and variable analysis.Forecasts, Schedules, and Service Level: Review call inflow patterns and assess resource requirements to meet demand.Analyze trends and make recommendations for schedule adjustments or other improvements.Confidentiality: Maintain the confidentiality of all information handled by the enterprise, clients, and end-users, ensuring that it is used solely for authorized purposes as defined by the company.