Advisor, Intraday Analyst

Job Description/Specification:

Real-Time Monitoring Analysis

• Continuously monitor real-time workforce performance indicators, such as call volumes, wait times, service levels, and agent productivity.
• Identify and address emerging trends, including peaks and troughs in workload, promptly.
• Analyze real-time data to identify opportunities for improving service levels, productivity, and operational efficiency.
  
  

Resource Management

• Make real-time adjustments to staffing levels, including reallocating resources across different tasks or departments as needed.
• Coordinate with team leaders and supervisors to manage unexpected absences, breaks, and schedule adherence.
• Implement and communicate intranet schedule changes and updates to the team.
  
  

Reporting Communication

• Provide real-time updates and reports to stakeholders, including management, operations, and scheduling teams.
• Communicate critical information regarding performance metrics and issues affecting service delivery.
• Prepare and present post-event analysis and recommendations to improve future workforce planning.
  
  

This job is provided by Shine.com