Real Time Analyst

What does a Real Time Analyst do? You are responsible for intraday performance management and you are responsible for forecast achievement, service level, occupancy, utilization, and to ensure that adjustments are made if either staffing is misaligned or the forecast is inaccurate.

As a Real Time Analyst, you will:

● Monitor queue level performance and variance to forecast in real time

● Report any significant variations from forecast to Operations and WFM Management

● Provide recommendations for addressing and responding to variations from forecast

● Monitor agent level schedule adherence

● Report any significant adherence to Operations and WFM Management in a proactive and in an urgent manner

● Analyze variations to forecast and project impact for the remainder of the day

● Compile and submit intraday reports with accuracy and timelines as well as proactive recommendations for actions