Real-time Analyst | Offshore Accounts

Key Responsibilities

• Monitor agent status in real‑time.
• Monitors inbound operations to ensure optimal staffing levels.
• Evaluate adherence and take immediate action to improve performance.
• Facilitates real‑time discussions with necessary stakeholders.
• Responsible in processing the hourly, daily, weekly, monthly schedule adherence reports
• Administers volume contingency action plans as deemed necessary and appropriate.
• Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position.
• Assist with creation if metrics and targets for services
• Work closely with the operations team to analyze and help improve their delivery processes
• Generate ideas for process and service improvement planning
• Use trends and reports to forecast requirements
• Assist with projects and other duties as...