Real Time Analyst
2 days ago
The Real Time Analyst is primarily responsible for closely monitoring real-time call volumes & staffing to be able to identify whether the actual data corresponds with the data in the forecasted call volumes and staffing done by the Forecasting and Scheduling Team.
The Real-Time Analyst is responsible for, but not limited to:
Quality Management
- Performs real-time monitoring and schedule adherence tracking on a 24 x 7 basis
- Monitors ½ hourly call volumes, AHT, and staffing requirements. Alert Operations management on threshold violation
Information Management
- Verifies communication of all information relevant to staffing
- Plots PTO/SWAP in the database as against allocation
- Update employee and team data maintained in the workforce management software
- Facilitate agent skill assignment
Report Generation
- Monitor, track, and report agent schedule adherence and employee occurrences
- Monitor and report allocation to the workforce management team that may trigger changes in staffing plan and schedule
Liaise with Other Departments/Units
- Act as the cross-functional single point of contact for Workforce Management with Information Technology and Telecommunication regarding system-related issues that impact production. Track and report issues and resolution
- Assist Operations Management with any schedule or staffing information requirement
- Performs other related duties as may be assigned either in support of divisional / departmental goal attainment or for his personal and professional training, education or development as programmed by superiors.
- Ensure a safe, healthy and sustainable workplace for all employees and contractors, report workplace hazards, and provide a safe and positive workplace.
- Complete all necessary training requirements and professional development opportunities
What's in it for you?
- Day 1 HMO coverage — plus 2 FREE dependents
- A refreshing and supportive culture — we know people make the difference
- Leave credits - unused credits can be convertible to cash
- Day shift schedule for that perfect work-life balance
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