Real-Time Analyst, CARE WFM ROC- Tunis, Tunisia

CIMPRESS/VISTAPRINT

Job Purpose                                                 The Workforce Management (WFM) Real-Time Analyst  is responsible for real-time management of the center’s service level performance for all contact channels. This includes ensuring that agents remain in adherence to their schedules and shrinkage activities continue to occur as planned or as best as performance allows. The WFM associate is responsible for managing within Domain Service Level Targets and deploy mitigation strategies when Service Levels are below target. In addition, the WFM Real Time Analyst executes contingency plans for outages or other emergencies and collaborates cross-functionally to ensure speedy recoveries.   Key Outputs                                                 Distribute intraday and daily service KPI performance reports, including commentary to various stakeholders. Facilitate Touch Points with Operations and Support Departments to impart strategies and leverage support towards performance objectives. Analyze and report real-time and historical performance trends to the WFM Team Leader to initiate upwards filtering. Key Responsibilities /Duties              Manage real-time agent adherence to schedule and log relevant schedule exceptions. Monitor all contact types and execute defined strategies to effectively respond...

Tunisia : Tunis

2021-08-20

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