Real Time Analyst
3 weeks ago
Job Summary
The Real Time Analyst is a key member of our WFM team, responsible for monitoring the effectiveness of our forecast and scheduling plan. This role requires strong analytical skills, attention to detail, and excellent communication skills.
Key Responsibilities
- Monitor CMS, Virtual Hold, and related call center tools for incoming channel volume.
- Analyze variances in projected call volume and staffing in real-time to determine when corrective action is needed.
- Identify and investigate opportunities to balance workload and resources intra-day.
- Manage associate scheduled events and activities as per requirement.
- Collect daily unplanned exceptions and administer updates into the workforce management system.
Requirements
- Minimum one experience in RTA.
- Knowledge of WFM activities and role in an organization.
- Ability to manage allocated tasks with little supervision.
Qualifications
12th
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