Sr. Real Time Analyst

ibex Manila, National Capital Region, Philippines

Sr. Real Time Analyst

Location: ibex, Manila, Philippines

Responsibilities

• Monitors real-time call volume and schedule conformance to efficiently utilize staffing resources and to meet any necessary contractual obligations
• Coordinates and manages same day and/or short‑term off‑line event scheduling for call center agents while maintaining acceptable performance of the call center
• Provides the WFM Scheduling team future exceptions for scheduling in IEX in order to consistently maintain appropriate staffing levels
• Monitors CMS and RTA to assist the management teams with acceptable agent adherence to schedules
• Analyzes trends such as call volume, AHT, and attendance to understand and plan for potential over staffing/under staffing conditions; adjust plans prior to and/or same day based on the ability of the call center to attain appropriate performance ...