Sharon Loggins Email and Phone Number

Responsible for monitoring intra-day work volume, real-time staffing, AHT, agent adherence, exceptions, technology functionality and client communications in a contact center. Ensures client and company’s goals are met by monitoring variances to forecast and re-skilling as necessary to maintain staffing levels. The Real Time Analyst is not required to make decisions on Workforce Scheduling, however the RTA will provide input into decisions. Changes to the forecast are communicated to the Real-Time Analyst who will adjust staffing levels.  This position records interval activities, listing cause and effect of staffing plans relative to service level targets, technology challenges and adherence activities.  This position interfaces with Team Leaders, Team Managers and Operations Managers, as required and reports to the Workforce Manager.Job Duties:Monitoring and Validating Aux Status.Communicate No Call No Show (NCNS) Validations to Command Center.Communicate any Aux Abuse/Overage or Outlier to Team Managers/Operation Managers.Run Daily Trace reports for each LOB for the site and send to respective Team Managers/Operation Managers.Escalate any schedule variations to the Site Schedule Broker for Review.