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Job Description
- The Workforce Intraday Analyst is responsible for monitoring and reporting agent schedule adherence in real-time using a real-time adherence system and ACD real-time displays.
- Intraday specialist provide real-time feedback to Work Force Management (WFM) and Operations management on the status of the campaign.
Job Requirements
- Minimum 6 Month experience in a call center environment
- Some experience with call center reporting and metrics preferred
- Proficiency in Microsoft Office Excel and
- Strong Analytical Skills required to critically assess situations and make decisions in real time
- Excellent problem solving and decision-making skills
- Ability to operate effectively in a team environment
