Job Description
Main Responsibilities:
+ Manage call volume, daily attendance, and program break schedules to optimize agent allocation.
+ Assist in setting metrics and targets for service excellence.
Scope of Work:
+ Monitor agent status in real-time, ensuring optimal staffing levels for inbound operations.
+ Evaluate adherence and initiate immediate improvements.
+ Conduct real-time discussions with stakeholders to address operational needs.
+ Generate and process schedule adherence reports, implementing contingency plans as required.
+ Collaborate with the operations team to analyze and enhance delivery processes.
+ Contribute ideas for process and service improvement planning.
+ Utilize trends and reports to forecast requirements.
+ Support projects and additional duties as assigned.
About You:
+ At least 1-2 year experience as Realtime Analyst in ...
+ Manage call volume, daily attendance, and program break schedules to optimize agent allocation.
+ Assist in setting metrics and targets for service excellence.
Scope of Work:
+ Monitor agent status in real-time, ensuring optimal staffing levels for inbound operations.
+ Evaluate adherence and initiate immediate improvements.
+ Conduct real-time discussions with stakeholders to address operational needs.
+ Generate and process schedule adherence reports, implementing contingency plans as required.
+ Collaborate with the operations team to analyze and enhance delivery processes.
+ Contribute ideas for process and service improvement planning.
+ Utilize trends and reports to forecast requirements.
+ Support projects and additional duties as assigned.
About You:
+ At least 1-2 year experience as Realtime Analyst in ...