Workforce Real Time Analyst

Accra, Ghana
Full Time
Experienced
The Responsibilities:
  • Responsible for monitoring, analyzing, and enhancing the utilization of daily staffresources and call handling on a real-time basis. This would include maintainingexpected occupancy, service levels, handle time, abandon rate, and ASA.
  • They serve as point of contact for any concerns with real-time staffing needs and make decisions for correction of any related issues.
  • The Real-Time Operations Analyst will take appropriate steps to maintain optimal service levels and occupancy by adding and decreasing staff based off pre-defined alert levels.
  • Provide necessary reporting including Service Level updates to appropriate distribution list
  • Document and track all system outages understanding the impact the outages has on the business
Knowledge, Skill Set & Qualifications Required (External)
  • At least with 1 to 2 years of Real Time Analyst experience under Workforce Management in BPO industry
  • Has the ability to communicate call center data, and performance to all level of employees in an understandable fashion both email and verbal
  • Ability to create reports in excel and able to multi task
  • Willing to work on graveyard shift
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