Real Time Analyst

This position reports to the real time adherence supervisor. Under general supervision the real time adherence analyst is responsible for monitoring and managing workforce KPIs in real time utilising Alvaria applications Cisco and Asus. This position communicates tactfully with business leaders to request actions that will maximise utilization of personnel, meet targeted call center service levels quality standards and effectively serve customers to ensure service level goals are met within the care and sales organizations. This position is responsible for maximising performance of the contact centers by analysing real time statistics measuring performance to forecast and projecting future performance based on historical data. The RTA analyst will also be responsible for intraday staff adjustments (including OT and VTO) to help manage occupancy and ASA through real time monitoring and analysis of contact volumes, AHT and staffing requirements compared to forecast.