Sr. Associate - Real Time Analyst

📋 Description Monitor queues in real-time to identify risks to meeting KPIs like Service Level, Abandonment, Line Monitor service level performance vs planned AHT, Aux & Shrinkage; correlate with consultant Provide real-time call outs on performance and staffing to floor supervisors for action on Coordinate offline activities and prepare end-of-day performance reports. Follow up to ensure callouts improve productivity and service levels; keep Ops MOD informed of 🎯 Requirements At least 1 year experience in a Call Center. Basic knowledge of MS-Excel. Basic understanding of call center KPIs: AHT, Service Level. Good verbal and written communication skills. Knowledge of CMS Avaya Supervisor, eWFM, or IEX is a plus but not required. High School Diploma/GED (±11 years). 🎁 Benefits All information kept confidential according to EEO guidelines.