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Real Time Analyst

2.00 to 7.00 Years   Hyderabad   26 Aug, 2022
Job LocationHyderabad
EducationNot Mentioned
SalaryNot Disclosed
IndustryBPO / Call Center
Functional AreaCustomer Service (Domestic)
EmploymentTypeFull-time

Job Description

    Job Title: Real Time AnalystLocation Hyderabad (Work frome office)Department OperationsOverview ofPosition The RTA position will be responsible for monitoring, communicating, and making changes that positively affect the real-time performance of agents.This person will have a good understanding of how call centers function including scheduling, call queues, and forecasting volumes by half-hour segments.EssentialFunctions Evaluate large amounts of data Communicate data in a clear, concise manner to Team Leaders, agents and management team Adjust staffing and scheduling of the agents according to changing needs of the business Solicit extra hours or voluntary time off from agents where applicable, to ensure staffing meets forecasted volumes to clients Monitor agent schedules and escalate issues regarding attendance adherence Work with agents to ensure they know their statistics related to the scheduleCritical Skills Good communication skills Advanced knowledge of MS Word, MS Excel, and Outlook Adaptability to learn a variety of software programs Must have a high level of accuracy with regards to data being entered Strong analytical and problem solving skills Willingness to learn and adapt to working in a new environment The ability to multitask and self-manage your work day is crucialEducational/WorkExperienceRequirements High school diploma or equivalent required Some post-secondary or completion of post-secondary schooling preferred

Keyskills :
bpobpo non voice

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