Real Time Analyst

SPECIFIC RESPONSIBILITIES

● Monitor queue level performance and variance to forecast in real time

● Report any significant variations from forecast to Operations and WFM Management

● Provide recommendations for addressing and responding to variations from forecast

● Monitor agent level schedule adherence

● Report any significant adherence to Operations and WFM Management in a proactive

and in a urgent manner

● Analyze variations to forecast and project impact for the remainder of the day

● Compile and submit intraday reports with accuracy and timelines as well as proactive

recommendations for actions

● Update schedules with real time attendance and exceptions

● Approve/recommend alternatives for real time schedule exception requests

● Other related duties as required