Bryan Lunaan Cortes

Hourly rate: members only

Availability: members only

Willingness to travel: At home

Professional status: Freelancer

Last updated: Jan 22, 2025

Total work experience:

Language skills: English,

Personal summary

As a Real-Time Analyst, you will play a critical role in ensuring that our contact center operations run efficiently by monitoring agent performance, call volumes, and key performance indicators (KPIs). Your efforts will help maintain service levels, minimize wait times, and optimize resource utilization across the team. You will work closely with supervisors, managers, and other departments to make real-time adjustments and improvements. Key Responsibilities: Real-Time Monitoring: Monitor live call queues, agent performance, and service levels in real-time, making adjustments to optimize operational efficiency. Adjust Schedules: Adjust staffing levels in real time based on call volume, agent availability, and service level goals. Reporting: Provide ongoing performance reporting, identifying issues, trends, and opportunities for improvement in real-time operations. Issue Resolution: Respond to immediate operational issues, such as system errors, agent availability, or changes in call patterns, and escalate as necessary. Coordination: Collaborate with the Workforce Management team, supervisors, and IT support to ensure alignment and quick resolution of any operational challenges. Performance Monitoring: Track and report on key performance indicators (KPIs) such as service levels, abandonment rates, wait times, and agent adherence. Forecasting Adjustments: Adjust forecasts and schedules based on real-time performance data and unforeseen events, ensuring coverage aligns with call volume fluctuations. Agent Support: Provide real-time support to agents by managing breaks, ensuring that appropriate levels of staffing are maintained throughout the day. System Utilization: Use tools like Five9, Genesys, or similar dialer systems to manage performance data, monitor agents, and adjust call routing. Troubleshooting: Identify and resolve operational issues, such as system disruptions or agent performance concerns, quickly and efficiently.

Skills