Real Time Analyst

Role Overview: You will be responsible for monitoring queue spikes, breaks, and aux usage of agents to ensure efficient queue management. This includes relaying real-time concerns on AUX time reporting to Supervisors/Floor managers. Additionally, you will send day-end reports to the management team and monitor and report real-time schedule & Shrinkage adherence, highlighting any non-compliance issues. Key Responsibilities: - Monitor queue spikes, breaks, and aux usage of agents - Send day-end reports to the management team - Monitor and report real-time schedule & Shrinkage adherence - Report intra-day schedule changes to Supervisors/Manager - Work with WFM to ensure hourly, real-time schedule adherence commitments - Conduct real-time root cause analysis with Account Managers and Supervisors - Assign schedules for all representatives - Develop action plans for achieving schedule adherence - Identify and report violations of the code of conduct and schedule non-adherence Qualifications Required: - Previous experience in a similar role - Strong analytical and problem-solving skills - Excellent communication and interpersonal abilities - Ability to work effectively under pressure and meet deadlines (Note: No additional details of the company were mentioned in the job description) Role Overview: You will be responsible for monitoring queue spikes, breaks, and aux usage of agents to ensure efficient queue management. This includes relaying real-time concerns on AUX time reporting to Supervisors/Floor managers. Additionally, you will send day-end reports to the management team and monitor and report real-time schedule & Shrinkage adherence, highlighting any non-compliance issues. Key Responsibilities: - Monitor queue spikes, breaks, and aux usage of agents - Send day-end reports to the management team - Monitor and report real-time schedule & Shrinkage adherence - Report intra-day schedule changes to Supervisors/Manager - Work with WFM to ensure hourly, real-time schedule adherence commitments - Conduct real-time root cause analysis with Account Managers and Supervisors - Assign schedules for all representatives - Develop action plans for achieving schedule adherence - Identify and report violations of the code of conduct and schedule non-adherence Qualifications Required: - Previous experience in a similar role - Strong analytical and problem-solving skills - Excellent communication and interpersonal abilities - Ability to work effectively under pressure and meet deadlines (Note: No additional details of the company were mentioned in the job description)