Real Time Analyst - The Results Companies - (Lakeland, FL)

Job description The Real Time Analyst is responsible for monitoring statistics, Staffing Adherence, List Penetration and Client Key Performance Indicators. The RTA must take actions to ensure the enterprise achieves its clients and internal bill to pay goals. Duties and Responsibilities Manage multiple call queues in real time Watching staffing levels at each site to ensure planned coverage is met on the interval level Managing numerous real-time metrics such as: Service Level, Average Speed of Answer, Schedule Adherence, Occupancy, Average Handle Time, and After Call Work against a matrix of defined thresholds Outage and Crisis Management (Facilitating communications between IT teams and site management.) Managing Interval, daily