Workforce Analyst – Real Time Analyst | MOA

Basic Functions

• Generates schedules accordingly to meet the business requirements enabling superior customer service
• Adjusts the schedules accordingly based on the actual scenarios and provide overtime requirements/voluntary time off to ensure efficient and effective staffing
• Monitors the queue real-time while tracking, documenting and communicating agent activity on multiple lines of businesses
• Prepares and publishes the Intraday and other relevant reports while ensuring accuracy and timeliness of data

Essential Functions

• Regularly performs volume and performance analysis and proactively communicate possible impacts to business
• Supports management with all necessary reports and planning models to facilitate the process of decision making
• Monitors actual activities and compare it to plan and make recommendations for immediate changes
• Staff the appropriate nu...