Job Description

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

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