Real Time Analyst

Real Time Analyst

The candidate chosen for this position will be responsible for monitoring agent activities, forecasting, attendance management, as well as reporting.

KEY ACCOUNTABILITIES:

• Preparing intraday reports on staff attendance.
• Reconciling attendance daily with employee timesheets against schedule and time in/time out reporting and making necessary updates in real time within the WFM software.
• Real time management of resources specific to productive activities, performance requirements and schedule adherence.
• Assisting Workforce Manager in managing changes to scheduling to ensure adequate daily resource coverage as a backup for the workforce management resource.
• Communicating with management and operations team to ensure compliance with company standards.
• Assist with maintaining running report of attendance incidents.
• Ensuring hours a...