Real Time Analyst

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world! Key Responsibilities Real‑Time Analysis • Continuously monitor case volumes in queue against forecast across the Sales Support line of business, identifying and reporting variances as they arise. • Monitor case aging and workload traffic on a real‑time basis to maintain required handling and staffing levels, ensuring campaign SLAs and case deadlines are consistently achieved. • Track Average Handle Time (AHT) for every case in the queue, flagging cases that fall outside expected handling thresholds and escalating where required.…