Senior Analyst

Summary of Duties:

The Real Time Analyst is responsible for managing and ensuring that the service level agreements for various programs are met.

Main Responsibilities:

• Manage the call\Chat volume, daily attendance and program break schedules
• Assist with creation if metrics and targets for services
• Work closely with the operations team to analyze and help improve their delivery processes
• Generate ideas for process and service improvement planning
• Produce daily, biweekly and monthly internal reports
• Assist with projects and other duties as requested or assigned