Workforce management Real Time Analyst
What you'll learn
- How to work as an Intraday Traffic in Workforce management
- call center experience
Learn what are the duties of a Real Time Analyst with the Workforce Management department and learn how to control Queues, generate reports and interpret Intervals, also you will be able to know what are the most common reports that are generated.
Master the key performance indicators to effectively managing staffing
Create professional excel service level reports for supervisors and operations managers
Control the queue effectively to increase productivity
Coding the exceptions correctly and in a timely manner
Bypass all the theory and learn what a Real time analyst does on a daily basis!
Who this course is for:
- call center employees
I have been working in the call center industry for more than a decade in positions as an CSR, QA analyst, Trainer, Supervisor and Intraday Traffic. I have also been in charge of the Improvement Lab to help outliers agents into becoming top performers. Motivation and Inspiration are my favorite tools to reach higher levels.