Real Time Analyst

Responsibilities:

• Manages Service Level across vendors in a command center environment to meet client contractual agreements and goals
• Monitors real-time call volume and schedule conformance to efficiently utilize staffing resources to meet the contractual goals
• Acts as liaison officer between client and its vendors on any issue (technical, calamities, etc) that will affect staffing
• Assists the development of all reports and/or processes to effectively and accurately plan acceptable performance results
• Create templates converting workforce attendance data to payroll reports for Finance Team and other stakeholders’ visibility
• Review timesheets and attendance records and correct inaccuracies
• Conduct regular audits on payroll procedures and records
• Design, document, and implement procedures to streamline payroll processes
• Report to management on payroll issues and changes

Qualifications:

• Candidate must possess at least Bachelor’s/College Degree in any field
• At least (1) one year of working experience in the field is required for this position
• Advanced knowledge on MS Excel; with experience in any WF Tool, Experience with Workforce Optimization Tool is an advantage
• Verint experience is a plus