WFM Real Time Analyst
Core
Monitoring real-time queue metrics, generating intraday productivity reports, and ensuring agent adherence to process standards (AUX/ACW/Breaks/Shifts) for outsourced digital services clients.
Role type
Real-time queue monitoring analyst
Builds
Hourly interval reports and real-time floor activity dashboards for BPO clients
Domain
Business Process Outsourcing (BPO) / Customer Experience
Deliverable
dashboards & analysis
Required skills
Real-time queue monitoring, intraday reporting, process adherence tracking, client interaction management, availability management
Responsibilities
Monitor real-time queue metrics, send intraday reporting, manage client interaction, track and document real-time floor activities, ensure analyst availability on channels
Sourced via workday · Listed on CareerPlan, which tracks 70,000+ jobs from 20+ sources.
