Main Responsibilities:


+ Manage call volume, daily attendance, and program break schedules to optimize agent allocation.

+ Assist in setting metrics and targets for service excellence.



Scope of Work:


+ Monitor agent status in real-time, ensuring optimal staffing levels for inbound operations.

+ Evaluate adherence and initiate immediate improvements.

+ Conduct real-time discussions with stakeholders to address operational needs.

+ Generate and process schedule adherence reports, implementing contingency plans as required.

+ Collaborate with the operations team to analyze and enhance delivery processes.

+ Contribute ideas for process and service improvement planning.

+ Utilize trends and reports to forecast requirements.

+ Support projects and additional duties as assigned.



About You:


+ At least 1-2 year experience as Realtime Analyst in ...