Sr. Real Time Analyst

Overview

Looking for part-time work (4 hours/day)

at $6.82/hour ($600.00/month)

Bachelors degree

Last Active

November 10th, 2019 (1623 days ago)

Member Since

November 10th, 2019

Profile Description

• Real Time Management
• Verint Tagging for unscheduled pullouts and absenteeism
Tagging for unsched coaching meetings, aux vendor training.
Tagging for tardy agents and absent agents.
• Verint Monitoring for out of adherence
Flagging agents that are not following prescribed breaks schedules
• Bi hourly Reporting includes :
•
Account per LOB Reports
•
Account Intraday performance Reports
•
Account Line Adherence Reports
•
Account AHT report per Managers Span
• End of Day Reports :
•
Total Abs for the day
•
Total Line Adherence for the day
•
Intraday performance
•
Total AHT Reports
• Real Time monitoring securing Line Adherence :
Ensuring enough staffing to ensure client requirements will be met
Ensuring agents will not exceed threshold of ACW, Hold, Breaks, Lunch, Coaching, Meetings.
Issuing incident reports to those who found incurring infractions.
• Real Time monitoring securing Service Level
Ensuring all calls are answered on the specific given time
Ensuring that there will be no calls waiting that might affect SL
Ensuring all shrinkage will not affect SL
• Providing staffing forecast to Operations before new day to create mitigation, backup plan for critical intervals