Position Overview

The Real-Time Analyst is responsible for maintaining optimal service levels across all Operations accounts through active real-time queue management. This role serves as the central point of contact for all real-time updates and is accountable for responding to and escalating any events or issues that may impact overall account performance.

Responsibilities

• Updates and processes data for real-time performance analysis. Obtains quantifiable performance figures (i.e. call volume, AHT, running service level) in order to make critical recommendations to address account performance issues
• Manages and monitors the queue for the Operations account against the attainment of passing service levels. Keenly observes the queue and proactively responds with action plans for the account’s activities by continually communicating with Team Captains and Operations Management.
• Acts as the central point of communication regardi...