Real Time Analyst
Robert Half
Responsibilities:• Review queue conditions, staffing coverage, and contact volumes in real time to recommend adjustments that improve response times and productivity.• Build and maintain reports using Excel, Power BI, and other monitoring tools to highlight trends, risks, and opportunities for operational improvement.• Coordinate with supervisors and workforce teams to support schedule adherence, shift changes, and resource allocation decisions.• Analyze performance data to identify gaps in coverage, recurring issues, and opportunities to optimize workforce utilization.• Use ticketing and management systems to document concerns, escalate service issues, and support timely operational follow-up.• Provide ongoing insight to leadership by summarizing daily performance, service levels, and staffing impacts in a clear and actionable format.• Support call center planning activities by contributing data analysis related to staffing needs, operational practices, and process refinement.
Vacancy posted 13 hours ago
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