WFM Real Time Analyst
Adaugat: 1 săptămână în urmă
TP Romania
WFM Real Time Analyst
Adaugat: 1 săptămână în urmă
TP Romania
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Responsibilities:
Monitor queues and agents in real-time and ensure KPIs targets are met (such as adherence to the schedule, service level, ASA).
Identify potential risks or gaps in performance, staffing shortages, or system disruptions and support the Operations team in finding and implementing mitigating measures.
Adjust resource allocation based on real-time demands and requirements.
Create, run and deliver real-time performance reports to the necessary departments within specified timeframes.
Develop and maintain a good relationship with both the client and other internal departments (such as Operations, L&D).
Identify improvement needs in processes and procedures, and work on optimizing them together with the management.
Ensure compliance with company regulations with regards to Data Security and Protection Standards.
We are looking forward to your applications.
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