Realtime Analyst / Scheduler, WFM

GetSet Software is delighted to have been engaged by this esteemed and highly successful company, recognized as a cutting-edge digital service provider with expertise in Digital Engineering, Operations, and Studio Services, to assist in the recruitment of a Real-Time Analyst

About the role :

The Real Time Analyst is responsible for driving the purpose of improving customer experience and driving continuous improvement within the contact centre. You will monitor agent activities ensuring adherence to schedules and activity entries are up to date with Workforce Management systems. The successful candidate will be passionate about quality and accuracy, and continuous improvement.

Responsibilities

• Real-Time Queue and Service Level Management:
  • Monitors various assigned programs effectively.
  • Ensures that service levels are consistently met through managing ...