Real Time Analyst

Summary of Duties:

The Real Time Analyst is responsible for managing and ensuring that the service level agreements for various programs are met.

Main Responsibilities:

• Manage the call volume, real time monitoring of intraday, and program break schedules.
• Assist operations to maintain service level and create valuable report to do forecasting
• Generate ideas for process and service improvement planning.
• Use trends and reports to forecast requirements on a timely manner
• Responsible to call out members not adhering to time schedule
• Send out alert to operations regarding adherence performance and productivity on a daily, weekly and monthly basis
• Monitor, report and consolidate for documentation of any system downtime
• Effectively communicate to internal and external stakeholders any new and pending requirements to elevate service delivery
• Initiate to offer overtime to mee...