Real Time Analyst | Local Account

Main Responsibilities:





+ Manage call volume, daily attendance, and program break schedules to optimize agent allocation.



+ Assist in setting metrics and targets for service excellence.







Scope of Work:





+ Monitor agent status in real-time, ensuring optimal staffing levels for inbound operations.



+ Evaluate adherence and initiate immediate improvements.



+ Conduct real-time discussions with stakeholders to address operational needs.



+ Generate and process schedule adherence reports, implementing contingency plans as required.



+ Collaborate with the operations team to analyze and enhance delivery processes.



+ Contribute ideas for process and service improvement planning.



+ Utilize trends and reports to forecast requirements.



+ Suppor...