Real Time Analyst

1 week ago

Gandhinagar, Gujarat, India Etech Full time ₹ 2,00,000 - ₹ 12,00,000 per year
  • Work From Office

What We Offer:

  • Canteen Subsidy
  • Night Shift allowance as per process
  • Health Insurance
  • Tuition Reimbursement
  • Work-Life Balance Initiatives
  • Rewards & Recognition

What Youll Be Doing:

  • 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. i.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 SLAs (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 OCRs/leaders on any violation of the code of conduct and non-adherence to the schedule.
  • 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.

What We Expect You to Have:

  • 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
  • Presents a professional, efficient, and service-oriented profile to clients and internal/external customers.
  • Ensures a high level of quality in all administrative efforts.

Ability to: Establish and maintain effective relationships with team members, effectively monitor, and evaluate job performance and coach and develop team members as needed; develop relationships with peers across departments

Knowledge of: Computer programs including Excel, Word, Power Point, Outlook; Training and sales techniques, Company policies and procedures as outlined in the employee handbook; applicable campaign computer programs and procedures.

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