The Intraday Analyst is responsible for proactively monitoring and managing contact center intraday performance and progress toward fulfilling client contractual obligations efficiently. This role encompasses some real-time monitoring, reviewing metrics, and making expert recommendations for improving staffing, optimization of SLAs, and increasing efficiency.

• Ensure appropriate levels of planned non-working shrinkage (e.g., PTO)
• Analyze and provide feedback on service level performance outcomes.
• Actively adjust resource allocation in real-time to meet efficiency and service level targets.
• Proactively plan skill and support changes as needed to ensure contact center KPI and SLA targets can be met as efficiently as possible.
• Adjust intraday forecasts by analyzing call volume, Average Handle Time (AHT), and shrinkage patterns..
• Work closely with Operational Partners to schedule offline activities, ensuring business and client needs are met.
• Evaluate and approve requests for Paid Time Off (PTO), VTO, and Overtime (OT).

Requirements:

• 0 to 2 years of experience with workforce management in a multi-skill, multi-site contact center environment.
• Experience with workforce management applications and optimization tools.
• Strong analytical, communication and organizational skills.
• Advanced knowledge of Excel.
• Experience as customer care specialist is a plus!