Description :
The WFM Real Time Analyst is responsible for real-time and/or intraday management of resources to ensure the correct number of agents available to handle volume of incoming calls and chats at the desired service level.
The Purpose of Your Role
This position is responsible for monitoring service levels, call center activity, and agent commits on a real time basis ensuring service performance goals are consistently achieved. This position will work closely with the program leadership on optimization of agent commits and performance reporting. This individual possesses a highly developed attention to detail, deep problem-solving skills, the ability to adapt quickly and learn on the job, while juggling multiple responsibilities and still delivering top notch results in a fast-paced environment.
The Qualifications We\xe2\x80\x99re Looking For
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