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Real Time Analyst

7 hours ago

Dubai United Arab Emirates UAE ULTIMATE HUMAN RESOURCES SOLUTIONS LLC Full time
  • Monitor real-time agent activity and queue performance, identifying and addressing immediate issues impacting service levels.
  • Analyze intraday trends and forecast deviations from planned staffing levels, proactively recommending adjustments to meet service goals.
  • Generate and distribute real-time and historical performance reports, providing actionable insights for operational improvements.
  • Manage and optimize agent schedules, including real-time adherence monitoring and break/lunch management to ensure efficiency.
  • Collaborate with workforce management and operations teams to optimize staffing and improve overall contact center performance.
  • Identify and escalate critical issues, such as system outages or significant performance drops, to appropriate stakeholders.
  • Conduct root cause analysis of performance issues, proposing and implementing solutions to prevent recurrence.
  • Utilize workforce management tools to manage real-time staffing needs, including call routing, queue management, and agent skill assignments.