Rta - Real Time Analyst
2 weeks ago
**Position Title: Real Time Analyst**
**Position Summary**:
The Real Time Analyst is responsible for the monitoring, analyzing and reporting of contact centerÂ
performance in real-time. The role requires timely and accurate reporting on a wide range of metricsÂ
including agent performance, call volume data, workforce utilization and other key metrics.
Key Deliverables:
â⁓† Real time management of multiple clients from the centralized command center
â⁓† Analysing trends like Offered Rate; AHT; Break Adherence; Shift Adherence; Login Compliance; Real TimeÂ
Shrinkage etc. Relevant suggestions to be shared with Planning team wherever required
â⁓† Raising relevant alerts to Operations for basic hygienic issues
â⁓† Tracking and logging different issues on real time to provide insights to operations and impacts onÂ
performance
â⁓† Monitoring schedule adherence to assist the management team in achieving target driven adherenceÂ
goals
â⁓† Managing publishing real time reports to the stakeholdersÂ
**Requirement**:
â⁓† Matric
â⁓† Excellent communication skills
â⁓† Proficiency in MS Office
â⁓† Advance Excel knowledge (Added benefit)
â⁓† Knowledge, experience and understanding of key contact centre performance metrics such as serviceÂ
levels, delivery against target intervals, call monitoring as well as schedule adherence
benefit)
â⁓† A minimum of 1 year experience on similar roles
â⁓† Clear credit and criminal records
Total Positions: 22
Last Date for closure: 17th July'23
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