Real Time Analyst

Real Time Analyst – Thomson Reuters

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About The Role

The Real Time Analyst is a member of the Customer Service & Support department and part of the WFM Center of Excellence which is responsible for the contact centers across Thomson Reuters. The Real Time Analyst is primarily responsible for managing the daily workflow and usage of resources for the global contact center staff. This position will work closely with Workforce Schedulers and Workforce Analysts as well as the Operations team and business partners. The Real Time Analyst will also advise management of compliance and attendance issues, work with Training and Quality, and act as a liaison between the Workforce team and business partners.

Responsibilities

• Manage daily and interval schedules, updating plans and communicating changes to ensure SLA compliance.
• Monitor performance in rea...