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 ...
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