Contact Point 360

4 days ago

Bengaluru, India ContactPoint 360 Full time

Position : Lead Real-Time Analyst (RTA). Department : Workforce Management. Hierarchy : Mid-level Command. Direct Supervisor : Workforce Coordinator.- The Real-Time Analyst (RTA) is responsible for monitoring call center agents' performance and ensuring optimal staffing levels to meet service level agreements (SLAs) in real time.- The RTA will provide timely and accurate data to maintain efficiency and productivity while balancing customer satisfaction.- This role requires swift decision-making and constant communication with team leaders and other stakeholders. Primary Responsibilities:- Real-Time Management.- Documentation and Monitoring.- Forecasting and Analysis.- Policies and Procedure Compliance. Education:- Preferred background in fields related to statistics, systems engineering, programming, data analytics, etc, or equivalent work experience.- ExperienceProven experience in a call center environment, preferably in a real-time analyst or workforce management role.- Strong understanding of workforce management concepts, including call volume forecasting, scheduling, and adherence.- Proficiency in WFM tools and software (e. , NICE, Verint, IEX).- Excellent analytical skills and attention to detail.- Ability to work in a fast-paced environment and manage multiple priorities.- Strong communication skills, with the ability to interact effectively with all levels of staff.- Ability to make decisions quickly and handle pressure in a real-time environment. (ref:iimjobs.com)

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