The Real-Time Analyst monitors schedule adherence and contact volume in real-time to ensure staffing targets and service levels are met. They collaborate with Operations and Workforce Management teams to provide reporting and address performance issues as they arise.
The Resource Specialist serves as the primary contact for independent contractors, providing real-time support and performance guidance. They are responsible for analyzing metrics, ensuring adherence to client workflows, and maintaining up-to-date client resources.
The Resource Specialist serves as the primary contact for independent contractors, providing real-time support and monitoring performance metrics. They are responsible for conducting one-on-one and group sessions to ensure adherence to client workflows and performance goals.
The Certification Specialist delivers client content to independent contractors in a virtual environment and facilitates certification groups. They also collaborate with campaign managers to update policies and provide ongoing support to contractors.
