Real Time Analyst
Job LocationPlaisance, East Coast Demerara
Manage all intraday management processes in support of business operations to achieve stated objectives and service level targets.
Diploma or equivalent experience
Proficiency with Microsoft Excel.
Minimum of two year’s workforce management and call center operations experience
Strong ability to multi-task and make quick real time decisions
Manage and monitor intraday queue performance and schedule adherence
Monitor real-time ACD agent work states.
Monitor eWFM Real Time Adherence
Module, identifying outliers, and working with Line of Business contacts to resolve non-productive status.
Manage proactively and efficiently the Agent Attendance Line and record absenteeism
Proactively modify agent skill assignments to improve staff utilization, generate revenue, and achieve service level performance targets.
Plan the one week ahead Staffing Tolerances strategy through the ASPECT System.
Must be able to work overtime as required.
Other duties as assigned
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