The Real-Time Analyst (RTA) is responsible for real time monitoring, tracking, communicating and reporting on multiple channels/lines of business, ensuring we have the correct assignment of agents as compared to the forecasted volume of incoming tasks to meet service levels. […]
Real-time monitoring of all queues, making adjustments to task allocations driven by real-time trends
Real-time monitoring of agents, ensuring adherence to their schedules, handling pending time-off requests and schedule changes, checking and flagging them according to their performance in terms of thresholds set for ACW...