Real Time Analyst

3 weeks ago

gandhinagar, India Etech Full time
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.

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