Real time analyst

As a Real Time Analyst you use your expertise to monitor and analyse real time/ intraday operations performance. You verify attendance and produce intraday reporting to ensure service level agreements are met.

Monitor real time metrics (attendance & schedule adherence, average handle time- AHT, automatic call distribution- ACD- talk time, after call work- ACW) to ensure proper staffing levels and compliance with the account’s service level agreements Provide real-time performance reports (aux activities, hold time, after call usage) and post mortem reports to Operations leaders in the established cadence Proactively communicate intraday challenges impacting service level agreements to Operation leaders in support required actions Support communication with team leaders and frontline team members Technical/Niche skillset required: Analytical & Problem-Solving Skills: This is the most critical skill. The candidate must be able to quickly analyze real-time data and metrics like A...