Real Time Analyst

Customer Relationship Management – Muntinlupa City, Metro Manila – Company: Arvato Corp. Requisition ID: 13525 Position Summary: The Real Time Analyst is a Workforce Management role that reports to the Workforce Manager and will take direction from the Workforce Forecasting and Scheduling Analyst. The RTA responsibilities include monitoring multiple queues and agents from multiple programs to ensure consistent service is maintained. Overall Responsibilities: · Monitor agent activity in real time using Aspect Real Time Adherence and Aspect Director. Report to the Operations teams agents that are not adhering to their assigned schedules or are above acceptable thresholds for; Call Time, Hold Time, Wrap Time and Idles. · Real Time Service Level monitoring of all queues within Aspect Director advising programs when calls are in queue and advise of corrective actions that should be taken including deferring or cancelling of Meetings, Coaching and other offline activities until Service levels have recovered to acceptable levels. · Update and m…

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