WHAT YOU WILL DO
The Real Time Analyst (RTA) - is responsible for the real-time monitoring of all queues and services supported by the contact center. Ensures that calls are being answered and intra-day service levels and abandon rates are being met.
The RTA is responsible for real time monitoring of all agent activities, ensuring they are adhering to their schedules and available to take calls.
Will work closely with contact centre stakeholders. Flexible shifts as per contact centre operations.
WHAT YOU WILL BE RESPONSIBLE FOR
•Monitors in real-time agent schedule adherence and phone activity, ensuring agents are available to take calls.
•Processes all time keeping and schedule change adjustments. Optimizing and reviewing the weekly and daily department Intra Day Performance (IDP) and coverage to meet call demand and agent availability.
•Processes requests for new users to be added and removed from the WFM system.
•Balance resources to achieve desired service levels.
•Handles real-time queries from business partners regarding the queues and makes corresponding changes as needed.
•Assists the Call Center Support Services in other duties as required.
•Management and maintenance of skills groups
•Controls and monitors daily activities and services.
•Proposes new solutions to smoothen the daily work process.
•Collects the statistical data from the system and other departments.
•Generates Contact Centre reports and completes assigned tasks within given deadlines.
•Prepares annual leave reports as per set frequency.
•Other duties as assigned.
•Minimum bachelor’s degree in relevant discipline / industry
•Minimum 2 years of experience in contact centre RTA role
•Preferred skills on WFM tools (AVAYA/Genesys etc.)
•Displays a strong sense of urgency, can act quickly to changing situations.
•Demonstrates excellent attention to detail and proactive problem-solving skills
•Demonstrates excellent time management, organization and follow through skills
•Comfortable to work within an agile team
•Good computer skills in all MS office package required.
•Ability to communicate clearly and precisely (written & verbal)
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