Real Time Analyst

Responsibilities

• Responsible for monitoring, analyzing, and enhancing daily staff resources and call handling in real‑time. This includes maintaining expected occupancy, service levels, handle time, abandon rate, and ASA.
• Serve as point of contact for concerns with real‑time staffing and make decisions to correct any issues.
• Take appropriate steps to maintain optimal service levels and occupancy by adding or 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 and understand the impact on the business.

Knowledge, Skill Set & Qualifications Required

• At least 1 to 2 years of Real Time Analyst experience under Workforce Management in the BPO industry.
• Ability to communicate call‑center data and performance to all levels of employees in an understandable ...