Enshored is seeking multiple Real-Time Analysts who can participate in campaign planning processes with the ability to understand, manage and report metrics like Service Level, Occupancy, Utilization, Staffing, etc.
This is a high-impact role and will offer great opportunities for fast career advancement in a high-growth BPO environment.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Ensure scheduling standards and procedures are being adhered to and take corrective action to address non-conformance.
Collaborates with account supervisors to identify and track both planned and unplanned absences as well as projected and confirmed attrition.
Monitor statistics to ensure Associate thresholds are within client level.
Responsible for timely action on data requirements from process owners and other departmentsGenerates / gather / provide reports (operations - volume) daily, weekly, and / or monthly to department head and clients.
Produce daily status reports on the previous day’s activities including average handle time (AHT) patterns, staffing shrinkage, and any changes initiated by the intraday team such as paid time off (PTO), voluntary time off (VTO), or training.
Respond to questions related to SLA performance in real-time with documentation and analysis.
Education and / or Experience
Preferably with a Bachelor's / College Degree and / or 1-2 years experience specializing in workforce management.
Proficient in MS Excel.
Ability to synthesize various data points and drive towards a conclusion with the ability to justify that conclusion.
Highly analytical with sound judgment