Floor Control Supervisor

Ria Money Transfer

La Libertad

Description

The Real-Time Analyst oversees intraday management to optimize resource to achieve business objectives. The real-time analyst is responsible for monitoring the performance of the contact center and the staff's efficiency. The position requires to work across different team within the compliance division. Managing schedules, KPI’s and reports to ensure the department operates effectively and efficiently to meet daily demands.

Responsibilities:

- Auxiliary reports
- Daily Adherence reports (manage schedule)
- OT requests based on volume.
- Transaction distribution
- Manage incidents that affect operations, alerts, increase in adherence
- Reports from the previous day
- Attendance reports (lateness and absenteeism)
- Send graphs and analysis of calls and transactions (volume, adherence)
- Monitor calls in real time, report long calls, aux, and transfers.
- Floor monitoring:
Escalation Issues.
Issue with CRM system.
Queue, hold time, waiting time.
Breaks and Lunch... More Detail

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