Description

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.

Responsibilities

•  Real time management of multiple clients from the centralized command center.
•  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.
•  Raising relevant alerts to Operations for basic hygienic issues.
•  Tracking and logging different issues on real time to provide insights to operations and impacts on performance.
•  Monitoring schedule adherence to assist the management team in achieving target driven adherence goals.
•  Managing & publishing real time reports to the stakeholders.

Requirements

•  Matric.
•  Experience with workforce management products and contact centre monitoring applications (Added benefit).
•  A minimum of 1 year experience on similar roles.
•  Clear credit and criminal records.

Skills & Competencies

•  Excellent communication skills.
•  Proficiency in MS Office.
•  Advance Excel knowledge (Added benefit).
•  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.