WFM - Real Time Analyst | MOA

Basic Functions

• Generates schedules accordingly to meet business requirements, enabling superior customer service.

• Adjusts schedules based on actual scenarios and provides overtime requirements or voluntary time off to ensure efficient and effective staffing.

• Monitors the queue in real time while tracking, documenting, and communicating agent activity across multiple lines of business.

• Prepares and publishes intraday and other relevant reports while ensuring data accuracy and timeliness.

Essential Functions

• Regularly performs volume and performance analysis and proactively communicates possible business impacts.

• Supports management with all necessary reports and planning models to facilitate decision-making.

• Monitors actual activities, compares them against plans, and makes recommendations for immediate changes.

• Ens...