Real Time Analyst

Responsibilities

• Responsible for monitoring, analyzing, and enhancing the utilization of daily staff resources and call handling on a real‑time basis. This includes maintaining expected occupancy, service levels, handle time, abandon rate, and ASA.
• They serve as point of contact for any concerns with real‑time staffing needs and make decisions for correction of related issues.
• The Real‑Time Operations Analyst will take appropriate steps to maintain optimal service levels and occupancy by adding and decreasing staff based on pre‑defined alert levels.
• Provide necessary reporting including Service Level updates to the appropriate distribution list.
• Document and track all system outages, understanding the impact outages have on the business.

Qualifications

• At least 1 to 2 years of Real Time Analyst experience under Workforce Management in the BPO industry.
• Ability to communicate call cen...