Real Time Analyst

Job Description

• Monitor all queues daily and track volumes against forecast to identify areas of concern and recommend necessary actions to ensure target metrics and service levels are met.
• Track Agent adherence real-time, adjusting breaks if required.
• Conduct trend analysis of call volumes and business activities to anticipate and recommend changes in daily and long-term strategies.
• Track system issues and assess the impact on operational performance.
• Create and distribute performance reports to relevant parties.

Qualifications

• Bachelor's Degree (Preferred)
• Proven record of customer service in a call center setting.
• Experience in workforce or real time analysis.
• Ability to analyze and interpret complex data.
• Excellent organizational skills and attention to detail.
• Ability to work independently, multi-task and meet deadlines.
• Proficient in English communication (minimum of B2 level).
• Prof...