Real Time Analyst
6 days ago
We at Sterling customer experience India Pvt ltd are Hiring for RTA
NOTE: ONLY CANDIDATES FROM MUMBAI SHOULD APPLY
Here are the main responsibilities of a real-time analyst in a contact center, particularly when managing workflow and delegating tasks for a back-office team:
Core Responsibilities
- Real-Time Monitoring:
o Oversee live dashboards and reports to monitor workload, task completion, and team performance.
o Identify and address deviations from key performance metrics in real time.
- Workflow Management:
o Allocate tasks and manage workflows to ensure even distribution of work across team members.
o Prioritize assignments based on urgency, complexity, and deadlines.
- Performance Optimization:
o Track real-time productivity and provide guidance to ensure Service Level Agreements (SLAs) and turnaround times are met.
o Adapt resource allocation dynamically to handle spikes in workload or unforeseen challenges.
- Communication:
o Act as the point of contact for escalations, urgent requests, or workflow adjustments.
o Provide real-time updates and instructions to team members to maintain alignment and efficiency.
- Incident Management:
o Quickly identify and resolve issues that impact workflow, such as system outages, resource shortages, or performance gaps.
o Escalate critical issues to appropriate stakeholders or management when necessary.
- Collaboration:
o Work closely with workforce management teams, reporting analysts, and other departments to ensure workflows align with broader operational strategies.
o Coordinate with team leads to provide feedback on staffing needs or process improvements.
- Data Utilization:
o Use live data insights to identify trends, bottlenecks, and potential areas for immediate improvement.
o Recommend and implement changes to address inefficiencies in real-time processes.
- Training and Support:
o Provide ongoing coaching or real-time feedback to team members to enhance their performance.
o Ensure new team members understand workflows, task prioritization, and real-time expectations.
- Documentation and Reporting:
o Maintain accurate records of live performance, workflow adjustments, and decisions made.
o Provide summary reports or updates to management highlighting any critical incidents or successes.
Expected Work Results
- Effective Workflow Management:
o Tasks are delegated evenly and prioritized correctly, ensuring no bottlenecks or missed deadlines.
o Workflow adjustments are made swiftly to adapt to changes in demand or capacity.
- SLA and Productivity Goals Achieved:
o Service Level Agreements (SLAs) and turnaround times are consistently met or exceeded.
- Optimized Resource Utilization:
o Team members' workload is balanced, ensuring high productivity without burnout.
- Problem Resolution:
o Issues such as resource shortages or system outages are resolved quickly, minimizing operational impact.
- Accurate Communication:
o Clear and timely updates are provided to both team members and stakeholders.
- Real-Time Reporting Accuracy:
o Data and performance updates shared in real time are accurate and actionable.
- Stakeholder and Team Satisfaction:
o Positive feedback from team members and management regarding the analyst's handling of workflow and communication.
Preferred: Immediate Joiners
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