Job Description

• Responsible for monitoring, analyzing, and enhancing the utilization of daily staffresources and call handling on a real-time basis. This would include maintainingexpected occupancy, service levels, handle time, abandon rate, and ASA.
• They serve as point of contact for any concerns with real-time staffing needs and make decisions for correction of any related issues.
• The Real-Time Operations Analyst will take appropriate steps to maintain optimal service levels and occupancy by adding and decreasing staff based off pre-defined alert levels.
• Provide necessary reporting including Service Level updates to appropriate distribution list
• Document and track all system outages understanding the impact the outages has on the business

• At least with 1 to 2 years of Real Time Analyst experience under Workforce Management in BPO industry
• Has the ability to communicate call center data, and performance to all level of employees in an understandable fashion both email and verbal
• Ability to create reports in excel and able to multi task
• Willing to work on graveyard shift