Real-time Analyst | Offshore Accounts

Key Responsibilities:





+ Monitor agent status in real-time.



+ Monitors inbound operations to ensure optimal staffing levels.



+ Evaluate adherence and take immediate action to improve performance.



+ Facilitates real-time discussions with necessary stakeholders.



+ Responsible in processing the hourly, daily, weekly, monthly schedule adherence reports



+ Administers volume contingency action plans as deemed necessary and appropriate.



+ Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position.



+ Assist with creation if metrics and targets for services



+ Work closely with the operations team to analyze and help improve their delivery processes



+ Generate ideas for process and service improveme...