Real Time Analyst
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Key Responsibilities
Real-Time Monitoring & Workforce Management: Monitor real-time contact center performance against Key Performance Indicators (KPIs) such as Service Level, Average Handle Time (AHT), Abandonment Rate, Occupancy, and Adherence. Track intraday staffing levels and identify variances between forecasted and actual volumes. Manage schedule adherence and notify leadership of attendance or productivity concerns. Execute intraday schedule adjustments to maintain operational efficiency. Performance Analysis : Analyze call volume trends, staffing requirements, and operational performance. Generate and distribute real-time and intraday performance reports. Provide actionable insights and recommendations to improve service levels and resource utilization. Escalate risks and operational issues impacting customer experience. Stakeholder Collaboration : Partner with Operations, Workforce Planning, Team Managers, and Leadership teams to optimize staffing decisions. Participate in daily operational meetings and provide workforce management updates. Communicate staffing requirements, overtime opportunities, and schedule changes. Reporting & Tool Management: Utilize workforce management systems to maintain accurate employee schedules. Produce reports and dashboards for operational performance tracking. Support forecasting and capacity planning activities by providing historical performance data. Tools & Technologies: Verint Workforce Management Microsoft Excel (Advanced) Power BI Microsoft Office Suite Workforce Management and Reporting Platforms Required Qualifications Bachelor's degree or equivalent work experience. 1-3 years of experience in Workforce Management, Real-Time Analysis, or Contact Center Operations. Strong analytical and problem-solving skills. Experience using Verint Workforce Management and Real-Time Adherence tools. Advanced proficiency in Microsoft Excel. Ability to interpret operational metrics and make data-driven decisions. Excellent communication and stakeholder management skills.
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