Job Description
Key Responsibilities:
Intraday Monitoring: Continuously track queues, agent availability, and performance against KPIs to ensure efficiency.
Schedule Adherence: Monitor agents' adherence to breaks, lunch, and shift times to manage workload distribution.
Operational Optimization: Adjust agent schedules, reassign tasks, and manage skill routing to address high volume or understaffing.
Reporting: Generate daily/hourly reports on performance, absenteeism, and trends.
Communication: Coordinate with supervisors and operations managers to address breaches in performance or system issues.
TalentNest
TalentNest
+5
Required Skills and Qualifications:
Technical Proficiency: Strong knowledge of MS Office (especially Excel) and Workforce Management tools (e.g., Genesys, Verint, NICE).
Analytical Abilities: Ability to quickly interpret data and make data-driven decisions under pressure.
Experience: Previous experience in a contact center or as an RTA (o...
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