Workforce Real Time Analyst

Universal Access and Systems Solutions Inc.

Angeles, Pampanga

Job Overview

The real time analyst is a workforce management role that is responsible of intraday performance management to ensure that schedules are respected; service level target met; occupancy and utilization achievement; optimize staffing levels and align to current call volume and pattern.

Roles and Responsibilities

· Responsible for monitoring and adherence management to promulgate schedules in real time to maximize productivity

· Tasks involved real time monitoring and analyzing real time transaction volume and intraday performance

· Prepare intraday reports to assist operations to drive and manage agent daily productivity and performance

· Manage time off request and shift schedule swaps to improve staffing to align it to current arrival patterns to meet service level

Responsible for communicating to shift manager regarding contact center daily performance.

Qualifications:
• With or without experience with role
• Has an experience in BPO setting
• Has idea with the... More Detail

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