Lead - Real Time Analyst
Lead - Real Time Analyst
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
We are seeking a highly skilled and experienced Lead Real Time Analyst to join our dynamic team in Camarines Sur Philippines. In this critical role you will be responsible for monitoring and optimizing call center performance in realtime ensuring we meet our contractual KPIs and maintain excellent service levels.
- Monitor realtime queue performance to identify and address risks to meeting contractual KPIs such as Service Level Abandonment Line Adherence Handling Capacity
- Analyze service level performance at interval level against planned AHT Aux & Shrinkage and correlate with nonadherence at the Consultant level
- Make realtime callouts on performance and staffing levels to floor supervisors for appropriate action on nonadhering Consultants
- Coordinate offline activities and prepare endofday performance analysis reports
- Follow up on nonadherence callouts to ensure corrections are made driving improvements in productivity and optimizing service level delivery
- Partner with Operations Management and keep them informed through callouts on consultantlevel deviations and KPIs
- Demonstrate leadership by taking initiative in making improvements and resolving issues
- Manage time efficiently and keep track of multiple schedules meetings and initiatives
Qualifications :
- Minimum of three years of work experience in a Call Center environment
- High School Diploma or GED equivalent
- Proficiency in MSExcel and basic understanding of call center KPIs (e.g. AHT Service Level)
- Knowledge of Call Center applications such as CMS Avaya Supervisor eWFM or IEX (preferred)
- Excellent verbal and written communication skills
- Strong analytical and problemsolving abilities
- Demonstrated leadership skills and ability to take initiative in improvements and issue resolution
- Exceptional time management and organizational skills
- Ability to work in a 24/7 environment including night shifts weekends and holidays as required
- Adaptability and flexibility to handle changing priorities and multiple tasks simultaneously
- Strong attention to detail and accuracy in data analysis and reporting
- Ability to build trust and maintain professional relationships with team members and stakeholders
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
