Work Force Intraday Analyst

• Establish maneuvers for intraday management serving the departmental KPIs within the in-hand resources.

•Oversee managing the actual real-time incidents to minimize the impact of sudden system outages, abnormal call trend, staff adherence to KPIs, etc.

•Provide daily wrap up to the top management including key indicators such as call drivers, AHT, trending comparisons, etc.

•Mastermind the out of premises SL and KPIs with monitoring the vendors' paid calls with standardizing cost efficiencies and issue monthly vendors ‘bills.