Analyst, Real Time Management

About the role

Intraday real time monitoring of service levels for all queues for all sites through the operating window (Anytime 24/7/365) Real time monitoring of associates performance from all teams at all sites Real time communication with the WFM team and operations when call outs or changes need to be done (Agent States, queue conditions, weather)

What you'll do

• Managing Real Time updates on Service Levels, Contact data and other KPIs
• Drive real-time impacts to staffing for both internal and outsourced teams vs. requirements metric goals
• Communicate and call out changes to incoming contact patterns to operations and the broader WFM team
• Support changes within routing profiles to move associates as needed
• Update and send reports related to the performance of each site including but not limited to shrinkage, occupancy, other KPIs and NPT usage

What you need

• 2–5 yrs of experience
• PowerPoint
• Any graduate

Good to have

• Excel