Real Time Analyst

The Workforce Traffic Analyst is responsible for monitoring and reporting agent schedule adherence in real-time using real-time adherence software and ACD real-time displays. Traffic Analysts work closely with Operations, calling out non-adherent events through Desk Alerts or walkie-talkies so that non-adherent agents can be directed back toward the phone. Monitor agent schedule adherence using real-time adherence software and call out non-adherent events to Operations through Desk Alerts or over the walkie-talkie. Coordinate with WFM and other Traffic Analysts on the same campaign to ensure continuity of coverage and distribution of up-to-the-minute statistical data about the day. Work closely with Operations Management to assist them in enforcing schedule adherence and call time threshold guidelines for the campaign. Inform Operations management so decisions can be made regarding OT, VTO, and off-phone activities with up-to-the-minute daily statistics. Provide historical reporting compilation as required by the campaign.

According to JobzMall, the average salary range for a Real Time Analyst in McGregor, TX, USA is $47,500 to $53,500. This range is based on data from the Bureau of Labor Statistics, as well as other sources. Factors such as experience, education, and certifications may also affect the salary range for this position.

Everise is an award-winning Asia-based global experience company, powering transformation for Fortune 500 companies and the world's most loved Unicorns. Our strong relationships and deep technical knowledge allow us to nurture innovation and deliver immersive customer experiences for the brands of tomorrow. C3/CustomerContactChannels, Inc. and HYPERLAB are Everise Brands.