Real Time Analyst

Education:

• Any bachelor’s degree or higher.

Experience:

• Minimum 1 Years of experience

Mandatory Skills:

• Knowledge in WFM systems applicable for the account. Eg. Avaya CMS, NICE IEX, Cisco, Aspect eWFM, Verint is an advantage

• Knowledge in CRM tools like Avaya, In-contact and should be well versed with individual/Bulk skilling

• Excellent communication skills with ability to interact with external & internal stakeholders

• Experienced in MS Office tools, especially Excel and PowerPoint, Knowledge in Macros is an added advantage.

• Must be highly self-motivated multi-task-oriented team member with ability to self-manage tasks to completion within structured timeliness and strong technical documentation skills

• Must be a team player within the ability to communicate & interact with external & internal stakeholders

• Problem solving, analytical & logical skills is critical and must have excellent English communication skills.

Roles & responsibilities:

• Manages daily operation by assessing operational drivers (Staffing, Volume, AHT) and outcomes (SLA, ASA and ABAN%) and adjusts intraday schedule to meet service goals

• Monitors intraday, makes decisions, provides sound judgement, and consults with operation team for recommendations to improve real time performance includes calling for OT/Time off Role is offsite RTA monitoring

• Produce Real time reports - Hourly/ Daily/ Weekly, Exception management

• Preparing Dashboards in the CRM tools and should be well versed with skilling/Bulk skilling

• Produce daily, biweekly, and monthly reports to ensure adherence to planned activities

• Manage all offline activities, idle time / Report outage, Incident tracking, escalations & produce daily, biweekly, and monthly reports to ensure adherence to planned activities

• Assist with creating if metrics and targets to meet the SLA goals and highlight performance gaps on planned activities and goals.

• Performs analysis of data to surface trends and insights using analytical methods

• Drives changes on the need of the business, acts as a resource and POC during contingency events including weather events, system outages, etc

• Initiates, develops and implements improvements to workflows and processes and participate on special projects .

• Assist with projects and other duties as requested or assigned.

The above statements are intended to indicate the general nature and level of work being performed by employees within this classification. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job. Employees in this job may perform other duties as assigned.