Analyst, Real Time Adherence

Relentlessly Pursue Excellence

Empower People & Partners

Make a Difference

No Boundaries

Embrace Possibilities

The Real Time Analyst is responsible for monitoring and reporting schedule adherence in real-time. They work closely with Operations and Workforce Management team (WFM) , calling out non-adherent events to ensure contractual standards are met. Real Time Analysts may also be required to change agent skill associations / or provide historical reporting as needed.

Provide real-time scheduling and call flow support in a multi-client/multi-line of business environment.

Monitor real-time call volume for multiple queues and respond to spikes in high call volumes in relation to low staffing, average customer wait time, and call abandon percentages.

Respond to periods of low call volume in relation to high agent staffing using agreed upon measures such as interval exceptions or offline work

Provide bi-hourly, daily, weekly, and monthly reporting to ensure that Operations Management has the information necessary to make the appropriate business decisions regarding staffing, training, etc.

Act as liaison between Call Center Operations and IT/Telecom relative to call flow issues, call routing issues, CMS reporting issues, and system issues in general according to the established escalation process.

Monitor and maintain real-time adherence to ensure compliance with staffing capacities

Coordinate with WFM team and other Real Time Analysts to ensure continuity of coverage and distribution of up-to-the-minute statistical data about the day.

Liase with client Command Centers or Workforce resources regarding intraday performance, system issues, outlier agent performance, and other items as required by client.