Real Time Analyst

• Responsible for ensuring that operations are performing according to key call center performance metrics such as service level, adherence, absenteeism, utilization, AHT, FTE, occupancy, Tardiness conformance.
• Handling real time and historical data.

Key Responsibilities:

• Executes plans and ensures effective implementation of schedules.
• Administers Call Center Agents scheduling.
• Uses over and under rules to minimize the gap between actual arrival patterns and forecasted patterns.
• Reconciles daily attendance with agent’s schedule and time in/time out reporting in coordination with the Team leader.
• Create and deliver daily, weekly and monthly WFM reports.
• Communicate changes to scheduling to ensure suitable daily resource coverage.
• Maintain running report of attendance incidents.
• Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction.
• Provide analytical support to operations and propose recommendations or solutions to enhance efficiency as needed.
• Ability to facilitate Daily Operations updates.
• Manage nonproductive time request process ensuring activities are planned without impacting SLAs Reports the operational violations to HR to implement CC Code of Conduct.
• Perform any additional related tasks.