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Analyst

• Monitor real-time call volume and agent availability to ensure adherence to schedules, service level agreements (SLAs), and key performance indicators (KPIs).
• Adjust intraday forecasts based on actual volume and staffing levels to optimize resource allocation and operational efficiency.
• Coordinate with the Scheduler/Planner to implement schedule adjustments, including break and lunch timings, to meet unexpected demand.
• Analyze real-time contact center performance data to identify trends, anomalies, or issues affecting customer service delivery.
• Communicate with operational teams and supervisors to relay real-time insights and recommend immediate actions to address service level risks.
• Coordinate with various departments on issues impacting production.
• Implement and manage real-time escalation processes to address high volume or crises, ensuring minimal impact on service quality.
• Facilitate real-time training and coaching opportunities by identifying skill gaps or performance issues as they occur.
• Document and report on incident resolutions, including the impact of real-time decisions on daily service level achievements and operational costs.

Real Time Analyst