As a Real-Time Analyst, you will work closely with Operations, monitor the incoming volume in the queues, report on daily attendance,
notify any deviations in real-time and ensure the compliance of the service levels goals to deliver consistent performance. […]
Monitor the key performance indicators (KPIs) and provide alerts when any metric is out of the target […]
• Notify the supervisors of agents outside of their schedule (absenteeism, tardiness, lunch and break out of time, or excess of […]
• Make constant tests of the Interactive Voice Response (IVR), or Softphone are working properly […]
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