Real Time Analyst | Clark

Real Time Analyst in this role get to:

• Be the expert:

  • Monitor queues in real-time to identify and call out any risks to meeting contractual KPIs like:

    • Service Level/ Abandonment % / Line Adherence / Handling Capacity/ SIR.

  • Monitor service level performance at interval level against planned AHT, Aux & Shrinkage and correlate with non-adherence at consultant level.

• Extend support:

  • Make real-time call outs on performance and staffing level to floor supervisors for appropriate action on non-adhering consultants.

  • Coordinate offline activities.

  • Prepare EOD performance analysis reports.

• Strengthen relationships:

  • Follow up and ensures callouts on non-adherence are corrected to make improvements in productivity performance to drive optimized service level and utilization delivery.

  • Partner with Ops MOD and keeps them informed through callouts on consultant level deviations and KPIs.

Our most successful candidates will have:

• At least of 2-year RTA experience on paper in a voice-based account is a must.

• At least one year work experience in a Call Center.

• Strong in MS-Excel and reporting knowledge.

• Good verbal and written communication skills.

• Proficiency in WFM tools

• Basic understanding of call center KPIs: AHT, Service Level.

• Knowledge of Call Center application such as CMS Avaya Supervisor/eWFM /IEX is good to have but not required.

• High School Diploma/GED (±11 years).

• Flexibility to work in a 24/7 environment, including but not limiting to GY shifts, weekends, holidays and overtime as necessary.