Real Time Analyst
CurrentMonitor real-time queue status and agent schedule adherence.Monitor, record, and escalate real-time schedule adherence impacts; including tardiness, absenteeism, and other schedule deviationsManage break schedules, optimize breaks as per requirementConduct root cause analysis of SLA deviations, action plan development, and resolutionInput daily exception requests then update schedules.Responsible for capturing and publishing all operational metrics related to WFM (Productivity, Efficiency, and SLAs)Maintain and track accurate records of PTO accruals, attendance, and time off usage