Real Time Analyst

Roles and Responsibilities :

• Monitor and analyze real-time data to optimize workforce management, ensuring efficient use of resources.
• Develop and maintain accurate rosters, schedules, and staffing plans to meet business needs.
• Collaborate with team members to resolve issues related to labor costs, overtime, and absenteeism.
• Provide regular reports on WFM performance metrics to stakeholders.

Job Requirements :

• 1-11 years of experience in a similar role within the BPO/Call Centre industry.
• Strong understanding of AHT (Average Handle Time), RTA (Real-Time Analysis) principles for effective workforce management.
• Proficiency in creating complex rosters using various software tools such as [insert specific software].