Real Time Analyst

Job Summary

Required Language
English

Employment Type
Full time

Contract Type
Permanent

Description

JOB TITLE: RTM Analyst

PURPOSE OF JOB The mission of the Real Time Analyst is to monitor actual vs. plan delivery at queue & agent level to ensure that the correct number of agents are available at the right times to achieve the desired service level/KPI Key Responsibilities

• Collect relevant program information about KPIs/BTP (Expectations)
• Collect information about What if Scenarios/Alert mechanisms/Escalation guidelines for the account.
• Monitor queue.
• Manage skills.
• Situation management
• BCP situations: Downtime System issues etc.
• Routing issues (client side)
• Volume allocation (Load balancing client side)
• Planned to deliver governance (Service KPIs Handling capacity Shrinkage Handle time Line adherence)
• Send Staffing Outlook for presentday 1 day at the start of shift to share projected plan.
• Midday reforecast to share plan vs. actual delivery and revised O/U based on trends and run rate
• Update shrinkage segments in the WFM tool
• Flagging agents out of adherence via Chat rooms/extensions/radios
• Shrinkage reports
• Skill/Account level Interval report
• Agent level report
• RCA report
• Schedule adherence report

Core Competencies

• Communication
• Analysis
• Customer Focus
• Attention to Details
• Problem solving

Required Experience:

IC

Key Skills

• Bidding
• Apps
• Benefits
• Corporate Recruitment
• Android Development

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