Perform historical data analyses of performance data to identify trends/patterns, and make appropriate recommendations (e.g., call volumes, intraday patterns, root cause analysis)
perform real-time analyses of performance data and respond appropriately (e.g., monitor intra-day activities, perform trend analysis, monitor adherence)
Review and make decisions for the same day unplanned, off-phone requests and proactively communicate and follow up with site operations to execute all planned and real-time activities.
Produce daily, weekly and monthly reports (Intraday, Adherence, Shrinkage, etc)
