What We Offer:
- Canteen Subsidy
- Night Shift allowance as per process
- Health Insurance
- Tuition Reimbursement
- Work-Life Balance Initiatives
- Rewards & Recognition
What You'll 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 SLA's (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 OCR's/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.
By the time we'll review your application for a quick response you can drop your resume on [Confidential Information] with the subject line Application for Real Time Analyst Role
