Real-Time Analyst.

– Monitors real-time work volume and schedule conformance via internal tool to efficiently utilize staffing resources
– Coordinates and manages same-day and/or short-term offline event scheduling for moderation agents while maintaining acceptable performance of the center
– Analyses trends such as volume, AHT, latency, utilization, shrinkages, and attendance to understand and plan for potential overstaffing/understaffing conditions; adjust plans prior to and/or same day to enable teams to attain appropriate performance results
– Participates in Help Desk internal and external communications to relay how issues are impacting the center’s performance
– Effectively communicate center performance and information by providing reports and updates regarding recent, current, and future business productivity
– Ensures that service level targets as well as other programs/client targets through schedule adherence and compliance.