Wfm - Real Time Analyst - Japanese Speaker - Ota Platform

Responsibilities Monitor intra-day scheduling forecast compared to actual volumes and make adjustments throughout the day, as required. Receive, review, and make decision for same day, unplanned, off-phone requests. Pro-actively communicate and follow up with site operations to execute all planned and real-time activities. Communicate effectively with the business about its needs with personnel at all levels. Serve as a resource for answering questions about the daily operations of the call center. Monitor and track traffic and trunks across the organization on a real-time basis, including in-sourced and outsourced Contact Centers Recognize and initiate escalation for all system difficulties or outages, including switch, routing systems, computer systems, customized department systems, and all applicable supported applications. Monitor world events for crisis situations that may impact the business, gather information on these events, run impact reports, and create communications to inform the business of these events. Create, manage, and distribute normal daily and ad hoc reports to business.