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Real Time Analyst
1 month ago
Position: Real Time Analyst (RTA)
Location: Gurgaon, Haryana OR Pune, MH (work from office)
NIGHT SHIFT (To support US based customer)
Job Description:
Job Summary:
• Monitoring calls service level and support global client’s partner locations so they deliver as much productive hours as needed
• Create plans and take actions to comply with Client´s KPIs.
• Check on the absenteeism, lunch, and break optimization.
• Manage all incident management and follow up to provide support to internal teams and partners.
• Attendance tracking of in-home associates for clients.
Responsibilities:
- Monitor what is happening with calls, handle time, within service time, arrival patterns
- Experience with workforce / WFM
- Experience with Workforce tool (i.e. IEX, Aspect, Avaya, or other)
- Experience with Service Levels
- Experience with Offer to Forecast
- Experience with Handle time
- Experience with Excel (run reports, pivot tables, gather and analyzing data); experience with macros is a plus (not needed)
- Work under pressure and deliver with sense of urgency
- Should have Good communications skills – talking to client manager, RTA Supervisor to provide feedback, show number of calls, executive summary, etc.
- Very organized
- Attention to deadlines
- Problem solver
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