Sr. Associate - Real Time Analyst
Core
Monitor real-time call center queues and performance metrics to identify risks to contractual KPIs and drive operational improvements.
Role type
Senior Individual Contributor Real-Time Analyst
Builds
Real-time performance monitoring and daily operational reports for call center operations
Domain
Business Process Outsourcing (BPO) / Call Center Operations
Deliverable
dashboards & analysis
Required skills
Real-time queue monitoring, Call center KPI analysis (Service Level, AHT, Abandonment, Line Adherence, Handling Capacity, SIR), Performance reporting, Data correlation, Staffing coordination
Preferred skills
CMS Avaya Supervisor, eWFM, IEX
Responsibilities
Monitor queues in real-time to identify risks to KPIs, Make real-time call outs on performance and staffing to supervisors, Prepare EOD performance analysis reports, Follow up on non-adherence corrections to improve productivity
Seniority
Senior, hands-on IC