Requirements
call center experience
Description
Learn what are the duties of a Real Time Analyst with the Workforce Management department and learn how to control Queues, generate reports and interpret Intervals, also you will be able to know what are the most common reports that are generated.
Key concepts:
Master the key performance indicators to effectively managing staffing
Create professional excel service level reports for supervisors and operations managers
Control the queue effectively to increase productivity
Coding the exceptions correctly and in a timely manner
Bypass all the theory and learn what a Real time analyst does on a daily basis!
Who this course is for:
- call center employees