Analyst, Intraday, Americas

Overview:
**Reruiter**: Manuel Garcia
**Manager**: Monica Estrada
**Level**: Staff III
** STATEMENT**:
**DETAILED RESPONSIBILITIES**:
1. Daily Agent Attendance Report
2. Real Time Monitoring of Service Queues & Channels
3. Actual vs Forecast Volume Monitoring
4. Real Time Staff Adjustments for HC Resource Optimization
5. Outbound Execution Scheduling
6. Agent Off Activity Phone Planning & Scheduling (QA Feedbacks, Team Meetings, etc)
7. Agent Time Off Management (Vacation, Unpaid Time Off, etc)
8. Management & Maintenance of Operation Monitoring Tools (UCC Admin, RTR; Mentor)
9. Engagement Center Performance Results Presentations(KPIs include Staffing Levels, Service Level, Abandonment, Average Handle Time, etc.)
10. AgentPerformance Results Presentation (KPIs include Absenteeism, Adherence, Calls Handled, Average Handle Time, etc.)
Job Qualifications:
**REQUIRED QUALIFICATIONS**:
**Skills**:
- Data Analysis...