Sr. Associate - Real Time Analyst

📋 Description

• Monitor queues in real-time to identify risks to meeting KPIs like Service Level, Abandonment, Line
• Monitor service level performance vs planned AHT, Aux & Shrinkage; correlate with consultant
• Provide real-time call outs on performance and staffing to floor supervisors for action on
• Coordinate offline activities and prepare end-of-day performance reports.
• Follow up to ensure callouts improve productivity and service levels; keep Ops MOD informed of

🎯 Requirements

• At least 1 year experience in a Call Center.
• Basic knowledge of MS-Excel.
• Basic understanding of call center KPIs: AHT, Service Level.
• Good verbal and written communication skills.
• Knowledge of CMS Avaya Supervisor, eWFM, or IEX is a plus but not required.
• High School Diploma/GED (±11 years).

🎁 Benefits

• All information kept confidential according to EEO guidelines.