Job Description

Job Summary Position Title: Real Time Analyst Position Summary: The Real Time Analyst is responsible for the monitoring, analyzing and reporting of contact center performance in real-time. The role requires timely and accurate reporting on a wide range of metrics including agent performance, call volume data, workforce utilization and other key metrics. Key Deliverables: xc3xa2xc5x93xe2x80x9c Real time management of multiple clients from the centralized command center xc3xa2xc5x93xe2x80x9c Analysing trends like Offered Rate; AHT; Break Adherence; Shift Adherence; Login Compliance; Real Time Shrinkage etc. Relevant suggestions to be shared with Planning team wherever required xc3xa2xc5x93xe2x80x9c Raising relevant alerts to Operations for basic hygienic issues xc3xa2xc5x93xe2x80x9c Tracking and logging different issues on real time to provide insights to operations and impacts on performance xc3xa2xc5x93xe2x80x9c Monitoring schedule adherence to assist the management team in achieving target driven adherence goals xc3xa2xc5x93xe2x80x9c Managing publishing real time reports to the stakeholders Requirement: xc3xa2xc5x93xe2x80x9c Matric xc3xa2xc5x93xe2x80x9c Excellent communication skills xc3xa2xc5x93xe2x80x9c Proficiency in MS Office xc3xa2xc5x93xe2x80x9c Advance Excel knowledge (Added benefit) xc3xa2xc5x93xe2x80x9c Knowledge, experience and understanding of key contact centre performance metrics such as service levels, delivery against target intervals, call monitoring as well as schedule adherence xc3xa2xc5x93xe2x80x9c Experience with workforce management products and contact centre monitoring applications (Added benefit) xc3xa2xc5x93xe2x80x9c A minimum of 1 year experience on similar roles xc3xa2xc5x93xe2x80x9c Clear credit and criminal records

Ison Xperiences

Company

Job Mail