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Real Time Analyst
2 hours ago
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.
