Real Time Analyst | Local Account

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 experi...