
Workforce Real Time Analyst
4 days ago
Metrics Tracking:
- RTAs continuously monitor key performance indicators (KPIs) like call volumes, average handling time (AHT), service levels, and agent adherence.
- Trend Identification: They analyze real-time data to identify trends, anomalies, and potential issues that may impact service levels or efficiency.
- Alert Management: RTAs set up and respond to real-time alerts triggered by deviations from established performance thresholds.
- Root Cause Analysis: They investigate the reasons behind performance issues, such as spikes in call volume or unexpected agent absences, to identify root causes.
Schedule Adjustments:
- RTAs make real-time adjustments to agent schedules, including breaks, lunchtimes, and off-phone activities, to optimize staffing levels and ensure adequate coverage.
- Queue Management: They may manage queue assignments calls or chats to ensure balanced workloads and efficient call handling.
- Skill-Based Routing: RTAs may play a role in ensuring agents with the right skills are available to handle specific types of interactions.
- Staffing Adjustments: They may recommend temporary staffing changes, such as bringing in additional agents or extending existing shifts, to address unexpected surges in demand.
Job Types: Full-time, Permanent
Benefits:
- Opportunities for promotion
- Promotion to permanent employee
Work Location: In person
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