Real Time Analyst

Overview

Be a part of something BIG! Join us as Real Time Analyst to manage the productivity of agents in Contact Center on real time basis. You will be responsible for communicating outages messages to customers on the social media platforms as your secondary core task too.

Responsibilities

• Real time monitoring and call out to operations for action on unproductive state which impacting the performance
• Incident Management includes providing timely and regular updates on call queue, trouble ticket count, symptoms of issues, preparing and uploading IVR and Facebook messages, etc.
• Managing attendance and adherence
• Timely update/plotting of CCOs schedule adjustments or shrinkage in the Workforce systems
• Provide analysis on the performance for each business
• Prepare weekly incident reports

Skills For Success

• At least Diploma holder
• Minimum 3 years of experience ...