Real Time Analyst
Job LocationPlaisance, East Coast Demerara
The Real-Time Analyst is responsible to ensure that planning forecasts are adhered to, highlighting over and under delivery, and recommending corrective actions as the day develops using WFM and CMS reporting tools to ensure maximum productivity and service level agreements are met and exceeded.
Diploma in Business or equivalent
At least 2 years experience in Work Force Management, strong knowledge of CMS and eWFM
Proficient in Microsoft Office
High attention to detail
Answer Attendance line calls and voicemails to keep a record of absenteeism and lateness.
Monitor agent schedule adherence using real-time adherence software and call out non-adherent events to Operations through communication tools and e-mail.
Manage and adjust call routing when unusual call patterns exist in order to ensure service levels are met.
Coordinate with Operations Management to ensure continuity of coverage and distribution of up-to-the-minute statistical data about the day.
Perform analytical reporting as needed to support information requests from servicing departments.
Schedule off phone activities when call volume projections are down.
Capable of managing efficiently all campaigns, tools, and host clients touch base calls under the Command Center LOBs roster
Any other duties assigned
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