What will your normal day look like?
The Real Time Analyst is responsible for monitoring all call queues and ensuring adequate actions are taken on rosters to ensure target metrics are achieved. The Real Time Analyst will monitor agent activities ensuring adherence to schedules and activity entries are up to date with scheduling systems.
Responsibilities:
- Maintain rosters in line with business and staff requests.
- Maintain real time activities for a clear view of rostering data
- Produce highly accurate reports highlighting results across key business drivers, including trends.
- Analysis of data and reporting to identify emerging trends and anomalies, in order to communicate to workforce planner.
- Analysis of data and reporting to identify business opportunities and continuous improvement
- Work with the business to ensure that key tasks performed drive Business Success.
- Maintain a high level of professional communications with internal and external stakeholders
- Accuracy in all work completed
- Adherence to your schedule
- Maintaining a high standard of output while completing tasks within reasonable timeframes.
- To perform other related tasks as necessary from time to time.
