The role involves monitoring and forecasting queue performance, reporting variations, and ensuring schedule adherence. The incumbent collaborates closely with Operations and Workforce Management to provide real‑time insights and proactive recommendations.

Responsibilities

• Monitor queue level performance and variance against forecast in real time.
• Report any significant variations from forecast to Operations and WFM Management.
• Provide recommendations for addressing and responding to forecast variations.
• Monitor agent level schedule adherence.
• Report any significant adherence issues to Operations and WFM Management in a proactive and urgent manner.
• 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 an...