Analyst Contact Center Operations

Department: Customer Operations Division: Commercial
Reports To: Manager WFM and RTM

Job Purpose

The Analyst Real-Time Management monitors and manages live contact center operations to ensure service level targets are achieved across all lines of business (LOBs) sites and languages. The role ensures smooth call routing performance optimization and effective coordination between du operations and outsourced partner centers.

Duties and Responsibilities

• Monitor real-time call center performance and ensure achievement of daily service level targets.

• Manage and adjust routing tools to balance call volume distribution and meet performance and cost objectives.

• Coordinate with command centers WFM and partner sites to manage call flow and minimize service disruptions.

• Support outa...