WFM Specialist 1 (RTA)

Summary:

This position supports business leadership through the development of complex financial and operational reporting and analysis solutions. This position also leads technical design projects and oversees processes for developing appropriate reporting infrastructure and ---------- sential Duties & Responsibilities include the following:
• Monitors queue Real-time
• Analyzes, monitors, and balances real-time staffing levels vis-a-vis call volumes, busy lines, production issues
• Assists during downtime
• Real-time analysis on a daily basis to ensure employee schedule adherence and management and tracking of off-line exceptions (segments)

Education & Experience:
• Preferably with a Bachelor's/College Degree in any field.
• Preferably with at least 1 year of working experience in a related field or in this position from a BPO/Call Center Set-up.
• Proficient in Microsoft Excel