About the Job
Are you looking for an exciting new challenge IntouchCX is looking for you!
As one of the world's leading outsourcing companies, IntouchCX is seeking our next generation of leaders. By fostering a bold and competitive culture, we set the bar for excellence, both internally and within the BPO industry.
We're searching for a Real Time Analyst Supervisor to lead our RTA Team as they monitor and make changes to positively impact the performance of our Customer Service Representatives. We're seeking someone with a strong understanding of contact center operations, including scheduling, managing call queues, and forecasting volumes.
As a Real Time Analyst Supervisor, You Will:
- Communicate data clearly and effectively to the RTA Team and Operations.
- Evaluate large volumes of performance data and trends.
- Ensure effective training, professional development, and employee engagement.
- Motivate and coach the RTA team in real time.
- Develop solutions, strategies, and action plans to improve business performance and client success.
- Apply critical thinking to investigate and resolve ad hoc performance issues.
As a Real Time Analyst Supervisor, You Have:
- Some post-secondary education or completion of post-secondary schooling (preferred).
- 1-2 years of experience in a contact center or customer service role.
- At least 1 year of experience in a supervisory position.
- Advanced knowledge of MS Word and MS Excel.
- Proficiency in spreadsheet applications for maintaining and developing operational reports.
- Exceptional time management, organizational, and prioritization skills.
- The ability to thrive both independently and collaboratively in a fast-paced, entrepreneurial environment.
- Adaptability to learn and apply various software programs.
- Strong analytical and problem-solving skills.
