Overview
Scheduling/Real Time Analyst
Responsibilities to include but not be limited the following
Adoption and communication of global intraday and scheduling guidelines to appropriate stakeholdersEnforce real time adherence in all Work Types and Markets within the scope of operationMonitor the volume of contacts at interval level, as well as the proper use of activity codes, overall onsite/offsite shrinkage, variations in AHT, and any other real time events that contribute or impact negatively in the execution of planned productivity hours to meet SLAsConstant interaction with Client, reporting site performance; including but not limited to staffing compliance, skilling status, and outagesProvide visibility and reporting capabilities of main KPIs related to intraday and scheduling functions such as adherence, shrinkage components, projected interval compliance, and bidding completionCreation and ...