Real Time Analyst

Responsible for intraday performance management and ensuring forecast achievement, service level, occupancy, utilization, and adjustments for staffing or forecast inaccuracies.

Responsibilities

• Monitor queue level performance and variance to forecast in real time.
• Report significant variations from forecast to Operations and WFM Management.
• Provide recommendations for addressing forecast variations.
• Monitor agent level schedule adherence.
• Report any significant adherence issues to Operations and WFM Management proactively and urgently.
• Analyze forecast variations and project impact for the remainder of the day.
• Compile and submit intraday reports with accuracy and timelines, including proactive recommendations for action.
• Update schedules with real‑time attendance and exceptions.
• Approve or recommend alternatives for real‑time schedule exception requ...