WFM Real Time Analyst

The CSC Operations Real Time Analyst is responsible for multi-site real-time monitoring, queue management, tracking of schedule adherence and management of resources driven by real time trends to ensure consistency in Service Level performance.

Position Responsibilities

• Monitor real-time adherence across multiple sites, handle adherence issues, and log schedule changes in Verint, including reporting system outages.
• Ensure calls meet Service Level Agreements (SLAs) by reviewing and flagging the auxiliary activities of agents who are out-of-adherence.
• Manage call volumes and staffing levels across sites for optimal efficiency, including processing schedule adjustments and leave requests.
• Monitor and report leave allocations that may impact staffing plans, and collaborate with leaders to maintain staffing and procedural consistency.
• Respond to email inquiries, participate in initiatives to enhance customer satis...