Intraday Workforce Analyst

The Intraday Real-Time Analyst is responsible for monitoring and managing the flow of call and chat traffic. The role focuses on ensuring efficient resource deployment to fulfill client contractual SLAs. This involves constant monitoring, real-time adjustments, and strong communication skills. This role is pivotal for maintaining efficient operations and ensuring that service level agreements are met consistently. Successful Real-Time Analysts are proactive, highly communicative, and analytical, ensuring the most efficient use of contact center resources. * Monitors and responds to Real Time Adherence (RTA), queue activity, and service levels.* Manage Call Offline.* Monitors and Maintains WFM inboxes.* Make skills adjusters in eGain.* Supports and makes changes to Intradiem messaging.* Communicates intraday performance to management team and associate throughout the day.* Recommend and adjust staffing levels through overtime, VTO and/or skilling.* Make skilling and/or support adjustmen...