Job Description

The objective of this position is to have the right number of resources available to manage incoming and outgoing customer phone volumes. The real-time analyst is accountable for ensuring people are following their published schedules. This is an entry-level position on the Workforce Management Team.


Responsibilities:

  1. Monitor real-time call volume and agent availability to ensure adherence to schedules, service level agreements (SLAs), and key performance indicators (KPIs).
  2. Adjust intraday forecasts based on actual volume and staffing levels to optimize resource allocation and operational efficiency.
  3. Coordinate with the Scheduler/Planner to implement schedule adjustments, including break and lunch timings, to meet unexpected demand.
  4. Analyze real-time contact center performance data to identify trends, anomalies, or issues affecting customer service delivery.
  5. Communicate with operational...

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