The Responsibilities:

● Supervises 20 Real time Analysts Globally
● Perform one on one coaching with the RTA's
● Train and Orient new RTA's
● Analyze intra-day staffing reports and recommends changes to staffing in order to meet
service level client expectations and requirements.
● Make objective recommendations on incident management
● Coordinates with Operational leadership to advise potential opportunities that will affect
the achievement of Service Level goals
● Reviews contact center trends, including call volume, call patterns, staff productivity,
attrition rates.

Knowledge, Skill Set & Qualifications Required (External)

● 1 to 5 years experience Workforce experience in a BPO
● Inbound performance analytics experience
● At least 2 years workforce supervisory experience
● Highly proficient with Microsoft office applications (excel spreadsheets)
● Detail oriented
● Above average verbal and written communication skills
● Flexible in working different shift schedules especially graveyard