Real Time Analyst

What We Offer

• Transportation allowance


• Canteen Subsidy


• Night Shift allowance as per process


• Schedule Attendance Bonus


• Health Insurance


• Tuition Reimbursement


• Incentive components campaign wise


• Work-Life Balance Initiatives


• Rewards & Recognition

What You’ll Be Doing

• Supporting the Customer Service Teams with respect to the management and operation of associate scheduling and real-time monitoring of work queues ensuring optimal service level delivery


• Monitors queue spikes, breaks and aux usage of agents. Ensuring that the queue is well-managed by relaying real-time concerns on AUX time reporting to Supervisors/Floor managers on the floor


• Sends day-end reports to management team


• Monitors and report real time schedule & Shrinkage adherence and reports non-compliance if any


• Reports intra-day schedule changes to the Supervisors/Manager. e., same day callouts and develops a plan to meet schedule requirements.


• 
  Works with WFM to ensure hourly, real-time schedule adherence commitments are being met.


• Work closely with the Account Managers and Supervisors to conduct real-time root cause analysis of impacts to SLA’s (i.e. AHT, ACW, Abandonment, actual call volume to forecast ratios, chat types/drivers).


• Assigning schedules for all reps.


• Proactively develop action plans or provide recommendations to the program on effective ways to achieve schedule adherence.


• Identify OCR’s/leaders on any violation of the code of conduct and non-adherence to the schedule.

What We Expect You To Have

• Bachelors with 1+ years of experience or equivalent combination of education and relevant experience


• Hands-on experience of MS Office Suite and advanced knowledge of excel including simple to complex formulae OR similar reporting tools/methodologies.


• Build strong relationships with Team Leader, and team members.


• Be open and responsive to consistent coaching, take an active role in performance planning and goal setting.


• Act as a role model at all times, adhere to high ethical standards.


• Take responsibility and initiative to develop core skills and competencies by being involved in every facet of personal development.


• Be flexible in an environment by championing and embracing change.


• Excellent Written English skills and Excel (Data Analysis) are a prerequisite.


• Acts as a role model at all times and adheres to high ethical standard


• Takes responsibility and initiative to develop core and personal skills


• Is flexible in an environment by championing and embracing change


• Maintains a high degree of confidentiality while conducting day-to-day operations.