Real Time Analyst

The Real-Time Analyst manages and/or balances service levels for the call center across programs, internal locations, lines of business, and products. The analyst manages the performance of the call center according to any contractual agreements and internal goals; the focus is to create positive experiences for customers while maintaining an efficient call center enterprise.

Requirements

• Monitor real-time call volume and schedule conformance
• Coordinate and manage same-day and/or short-term off-line event scheduling
• Provide future exceptions for scheduling in IEX
• Analyze trends such as call volume, AHT, and attendance
• Manage agent profiles within CMS
• Monitor available reports
• Participate in Help Desk calls
• Assist in the development of reports and processes
• Effectively communicate call center performance and information