Description
The Senior Real Time Analyst (RTA) at IntouchCX acts as a critical point of contact for Workforce Management services, overseeing vendor networks and ensuring optimal queue management. Responsibilities include monitoring KPIs, conducting situational management during disruptions, facilitating intraday management, and communicating stakeholder needs. The role involves tracking performance metrics like Service Level/ASA, Shrinkage/Absenteeism, and EOD reports, while also contributing to forecasting and reforecasting staffing needs.
