Real Time Analyst with English
Real Time Analyst with English
Posted on :
17-06-2025
Employer Active
1 Vacancy
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Job Description
- Monitor real-time queues to identify and escalate risks to meeting key contractual KPIs
- Manage and schedule offline activities
- Compile EOD summaries highlighting SL trends agent productivity and staffing variances.
- Partner with floor leadership to relay actionable insights and support decision-making.
- Send timely alerts to operations leads to address underperformance or staffing misalignments.
Qualifications :
- 1-2 years of experience in a Real-Time Analyst or Workforce Coordinator role in a BPO or contact center will be considered an advantage
- English Language - Level B2/C1
- Experience working in an omni-channel environment is preferred.
- Strong understanding of call center metrics: AHT ASA Adherence Occupancy SLA etc.
- Familiarity with WFM tools (e.g. NICE Genesys Verint Calabrio Zendesk) is an advantage
- Excellent Excel and data interpretation skills; basic reporting/dashboarding is a plus.
- Ability to thrive in a fast-paced constantly evolving operational environment.
- Excellent communication problem-solving and analytical skills.
- Willingness to work in shifts
What we offer
- Additional health and life insurance coverage
- Domestic relocation to one of our officess cities
- Generous annual leave
- Food vouchers and various discounts
- Transportation / Utilities allowance
- Competitive salary and clear career progression
- World-class on-the-job training
- Work in a cozy office
Additional Information :
All your information will be kept confidential according to EEO guidelines.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
Key Skills
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