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Workforce Management Real Time Analyst
Răspunde la anunț
We are looking for a Real-Time Analyst to oversee
- time monitoring and ensure smooth operations for our customer service teams. In this role, you will track agent activities, manage intraday staffing levels and make
- time adjustments to meet SLAs and KPIs.
Key Responsibilities:
- Real-Time Monitoring: Track
- time call volumes, queue statuses and agent availability to identify and address issues promptly - Real-Time Workforce Adjustment: Monitor and adjust workforce levels in
- time to adapt to changing demands and maintain service level; - Real-Time and Daily Reporting: Help generate reports on
- time and daily performance metrics, including service levels, schedule adherence and absenteeism; - Issue Resolution: Quickly identify and address any deviations from planned schedules or unexpected operational issues;
- Collaboration: Work closely with WFM, operations, and management teams to ensure alignment on staffing needs and operational adjustments. Provide feedback and suggestions to enhance scheduling and
- time management processes.
The ideal candidate should have:
- Proficiency in Microsoft Office, particularly Excel;
- Advanced English language skills (B2 proficiency or above);
- Bachelor’s degree;
- Strong analytical and
- solving skills; - Attention to detail and ability to multitask in a dynamic environment;
- A positive,
- oriented attitude; - A collaborative,
- focused approach.
Note: The working schedule for this position is Monday through Sunday, covering both morning and late shifts. The hiring process starts with a specific
- hire test, before any interviews.
Why
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