The Real-Time Analyst (RTA) is responsible for monitoring and managing real-time contact centre performance, ensuring optimal staffing levels, and improving service level adherence. The RTA collaborates with Operations (TL, STLs, CCMs, SDMs), WFM Planner, and other stakeholders to drive efficiency, reduce wait times, and enhance customer experience across Service Delivery. […]
Implement and maintain a consistent and effective roster and break schedule for a smooth workflow across all major channels (emails, work items, phones, chat, etc.). […]
Improve Contact Centre productivity across all channel...