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...
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