WFM, Real Time Analyst - Xela

Position overview:As a Real Time Analyst you use your expertise to monitor and analyze real time/ intraday operations performance. You verify attendance and produce intraday reporting to ensure service level agreements are met.
Key responsibilities:Monitor real time metrics (attendance & schedule adherence, average handle time- AHT, automatic call distribution- ACD- talk time, after call work- ACW) to ensure proper staffing levels and compliance with the account’s service level agreementsProvide real-time performance reports (aux activities, hold time, after call usage) and post mortem reports to Operations leaders in the established cadenceProactively communicate intraday challenges impacting service level agreements to Operation leaders in support required actionsSupport communication with team leaders and frontline team members
Requirements:Flexibility to work on-siteSchedule flexibility
Core competencies:Giving supportFocusing on customersEmbracing technologyManaging self-development
Functional competencies:Knowledge of real time monitoring and reportingAnalytical and problem solving skillsAbility to work in a fast paced environment
Qualifications:8+ months of work experience in contact center; workforce management experience is a plusHigh school degreeCEFR B1-B2 English (oral/ written)