Customer Service Representative

2 weeks ago

Bangalore City Bengaluru Karnataka, India Hiring Coach Full time

Job description

ROLE: RTA- Real Time Analyst

RTA is responsible for managing and ensuring that the service level agreements for various programs are met. Main Responsibilities: Manage the call volume, daily attendance and program break schedules to ensure the correct number of agents at the right time. Assist with creation if metrics and targets for services

Responsibilities and scope of work

Monitor agent status in real-time.

Monitors inbound operations to ensure optimal staffing levels.

Evaluate adherence and take immediate action to improve performance.

Facilitates real-time discussions with necessary stakeholders.

Responsible in processing the hourly, daily, weekly, monthly schedule adherence reports

administers volume contingency action plans as deemed necessary and appropriate.

assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position.

Assist with creation if metrics and targets for services

Work closely with the operations team to analyze and help improve their delivery processes

Generate ideas for process and service improvement planning

Use trends and reports to forecast requirements

Assist with projects and other duties as requested or assigned

**Requirements**:
Minimum 1 year of call center experience as a RTA

Knowledge and experience in Automatic Call Distribution (ACD), forecasting and scheduling is advance

Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail

With working experience creating MS excel reports and templates

Strong organizational skills and with good analytical skills

Able to communicate professionally - oral and written

Organized with the ability to quickly and effectively adapt to change

Excellent attendance record

IEX tool will add advantage

**Benefits**:
2 Way transport facility (Within the hiring zone)

**Job Type**: Permanent

**Salary**: Up to ₹420,000.00 per year

Rotational shift, Rotational off

Performance bonus - upto 5k

Quarterly bonus 3k approx

**Experience**:
total work: 1 year (preferred)

Ability to Commute:
Bangalore, Karnataka (required)

**Job Types**: Full-time, Permanent

Pay: ₹10,399.61 - ₹32,629.02 per month

**Benefits**:

- Health insurance

Schedule:

- Monday to Friday
- Rotational shift
- UK shift
- US shift

Supplemental pay types:

- Overtime pay
- Shift allowance

Work Location: In person

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