Rta-real Time Analyst

2 weeks ago


Randburg, South Africa IsonXperiences Full time

**Position Title: Real Time Analyst**

**Position Summary**:
The Real Time Analyst is responsible for the monitoring, analyzing and reporting of contact center
performance in real-time. The role requires timely and accurate reporting on a wide range of metrics
including agent performance, call volume data, workforce utilization and other key metrics.
Key Deliverables:

- Real time management of multiple clients from the centralized command center
- Analysing trends like Offered Rate; AHT; Break Adherence; Shift Adherence; Login Compliance; Real Time
Shrinkage etc. Relevant suggestions to be shared with Planning team wherever required
- Raising relevant alerts to Operations for basic hygienic issues
- Tracking and logging different issues on real time to provide insights to operations and impacts on
performance
- Monitoring schedule adherence to assist the management team in achieving target driven adherence
goals
- Managing & publishing real time reports to the stakeholders

**Requirement**:

- Matric
- Excellent communication skills
- Proficiency in MS Office
- Advance Excel knowledge (Added benefit)
- Knowledge, experience and understanding of key contact centre performance metrics such as service
levels, delivery against target intervals, call monitoring as well as schedule adherence
benefit)
- A minimum of 1 year experience on similar roles
- Clear credit and criminal records

Total Positions: 22
Last Date for closure:01st Aug'’23

**Salary**: R8,438.91 - R15,000.00 per month

Application Deadline: 2023/07/31
Expected Start Date: 2023/08/01



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