- ● Monitor real-time contact center performance and ensure adherence to service level agreements (SLAs).
- ● Track agent availability, call volume, and queue status to optimize workforce allocation.
- ● Identify and escalate potential service disruptions or staffing gaps to management.
- ● Provide timely updates and recommendations to supervisors regarding staffing adjustments.
- ● Analyze intraday trends and generate actionable insights to improve operational efficiency.
- ● Coordinate with scheduling and forecasting teams to align real-time actions with long-term plans.
- ● Prepare and distribute real-time performance reports to relevant stakeholders.
- ● Respond promptly to unexpected changes in call volume or agent attendance.
- ● Support the implementation of new processes and technologies to enhance real-time monitoring.
- ● Collaborate with cross-functional teams to ensure seamless communication and workflow.
● Minimum of 1 year of experience in a real-time analyst or similar workforce management role.● Strong analytical and problem-solving skills with attention to detail.● Ability to work effectively in a fast-paced, office-based environment.● Excellent communication and interpersonal skills.● Proficiency in using workforce management software and contact center tools.● Demonstrated ability to multitask and prioritize under pressure