Real-Time Analyst
Job Title:
Real-Time Analyst
Job Description
Experience the power of a game-changing career
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Are you looking for what's next? We're a global technology and services leader that powers the brands of the future. We help well-known brands, the ones you use every day, improve their businesses with technology and integrated solutions in over 70 countries. We're proud to be recognized with awards such as "World's Best Workplaces," "Best Companies for Career Growth," and "Best Company Culture," year after year.
As a Real Time Analyst (RTA), you will play a critical role in ensuring operational performance through real-time monitoring, scheduling adherence, workforce optimization, and proactive management of staffing levels. You will work closely with Operations, Workforce Management, Team Leaders, and other key stakeholders to ensure service level agreements (SLAs) and business objectives are achieved.
Essential Functions
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- Monitor real-time performance across multiple queues, channels, and business lines to ensure service levels and operational targets are met.
- Track staffing levels, call volumes, occupancy, shrinkage, adherence, and queue performance throughout the day.
- Identify current and potential risks to service levels and recommend mitigation actions.
- Communicate intraday performance updates and staffing requirements to Operations and Workforce Management teams.
- Mana...
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