The Real-Time Analyst is responsible for monitoring and analyzing real-time performance metrics, ensuring adherence to service level agreements (SLAs) and optimizing workforce management in a fast-paced environment. The role involves tracking call volumes, agent availability, and other operational metrics in real time, providing immediate feedback, and adjusting resources as needed to ensure smooth operations and achieve organizational goals.
Role & Responsibilities:
Real time monitoring and Intraday performance management […]
Real time reports- Hourly/ Daily/ Weekly […]
Analysis and Process development
Incident...