Realtime Analyst

Description

Years of Experience :

2 – 4 years’ experience working in a Real Time Adherence Team

Key Role & Responsibilities :

• Monitors call routing and flow real time
• Conducts real-time analysis of all metrics for multiple Lines of Business - Forecast Variances, Service level targets, AHT target variances, Occupancy targets, etc.
• Identifies course of action or makes recommendations relating to deviations (Schedule Adjustments, Skill Switches / Leveraging)
• Monitors real time activities
• Trouble-shoots real-time technology issues
• Reporting (Scorecard Stats, Daily UABS / Shrinkage numbers, Over / under updates, etc…)
• Monitors adherence / compliance to schedule and escalates for investigation.
• Ensure all required data is tracked and trended on a continuous basis
• Makes recommendations and routing changes based on observations
• Interface with business unit management as needed for escalation of service-impacting issues
• Analyses schedule efficiency measurements as well as key indicators such as service level, for continuous improvement
• Participate on scheduled and adhoc client calls

Key Skills Required :

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