Summary from listing
The Real Time Analyst monitors actual versus planned delivery at queue and agent levels to ensure the right number of agents are available at the right times and that service levels and KPIs are met. The role manages queues, skills, staffing outlooks, midday reforecasting, schedule adherence, shrinkage, routing and volume allocation, and reporting across phone, chat, and email channels. It requires previous call center and Workforce Management experience, English B1+–B2, and advanced Microsoft Excel; VBA macros, IEX, CMS, and Avaya experience are assets.
