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Contact Point 360 - Lead - Real Time Analyst
ContactPoint 360Bangalore, India19 days ago
Job descriptionReal-Time Management. Documentation and Monitoring. Forecasting and Analysis. Policies and Procedure Compliance. Preferred background in fields related to statistics, systems engineering, programming, data analytics, etc, or equivalent work experience. ExperienceProven experience in a call center environment, preferably in a real-time analyst or workforce management role. Strong understanding of workforce management concepts, including call volume forecasting, scheduling, and adherence. Proficiency in WFM tools and software (e. , NICE, Verint, IEX). Excellent analytical skills and attention to detail. Ability to work in a fast-paced environment and manage multiple priorities. Strong communication skills, with the ability to interact effectively with all levels of staff. Ability to make decisions quickly and handle pressure in a real-time environment.
Position : Lead Real-Time Analyst (RTA).
Department : Workforce Management.
Hierarchy : Mid-level Command.
Direct Supervisor : Workforce Coordinator.
- The Real-Time Analyst (RTA) is responsible for monitoring call center agents' performance and ensuring optimal staffing levels to meet service level agreements (SLAs) in real time.
- The RTA will provide timely and accurate data to maintain efficiency and productivity while balancing customer satisfaction.
- This role requires swift decision-making and constant communication with team leaders and other stakeholders.
Primary Responsibilities :
Education :
(ref : iimjobs.com)
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Lead Analyst • Bangalore, India
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