Job Description
Summary of Duties:
The Real Time Analyst is responsible for managing and ensuring that the service level agreements for various programs are met.
Main Responsibilities:
- Manage the callChat volume, daily attendance and program break schedules
- Assist with creation if metrics and targets for services
- Work closely with the operations team to analyze and help improve their delivery processes
- Generate ideas for process and service improvement planning
- Produce daily, biweekly and monthly internal reports
- Assist with projects and other duties as requested or assigned
Skills and Qualifications:
- Must have Microsoft Excel skills
- Ability to create reports in Excel and forecast results
- Attention to detail and high level of accuracy
- Ability to multi-task, focus and complete reports for extended periods of time
- Previous call center experience required
- Previous Work Force Management experience required
