Real Time Analyst

As a member of the Customer Service & Support department and part of the Operations Enablement - WFM group which is responsible for the contact centers across Thomson Reuters. The Real Time Analyst is primarily responsible for managing the daily workflow and usage of resources for the global contact center staff. This position will work closely with Workforce Schedulers and Workforce Analysts as well as the Operations team and business partners. The Real Time Analyst will also advise management of scheduler adherence and attendance issues, work with Training and Quality, and act as a liaison between the Workforce team and business partners.

About The Role

In this opportunity as Real Time Analyst, you will:

• Monitor and manage daily and intraday schedule adherence, updating plans and communicating SLA changes to leadership.
• Use real-time tools and workforce techniques to adjust staffing and optimize resource efficiency to meet service level...