BPO Real Time Analyst

Duties and Responsibilities

• Prepare intraday reports on staff attendance and reconcile daily timesheets with schedules and actual time-in/time-out records.
• Monitor attendance and schedule adherence, ensuring adequate daily coverage through adjustments to staffing and scheduling.
• Communicate with management and operations teams to maintain service levels and meet business objectives.
• Generate detailed reports that provide clear insights into hourly, daily, and monthly agent performance.
• Process requests for schedule modifications, such as meetings, training, or other operational events.
• Analyze schedule accuracy and performance data to recommend improvements in scheduling efficiency and team satisfaction.
• Provide analytical support for special projects and continuous improvement initiatives.
• Collaborate with staff, management, Human Resources, and Accounting on workforce-related matters.
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