Realtime Analyst - Retail
Realtime Analyst - Retail
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Nature Of the Account: Retail
Start Date: 15-Aug
Type of Support: Voice
Work Arrangement: 100% Onsite (Cebu)
Shift Schedule Restdays: 24x7
Educational Requirement: Undergraduate/College Grad
Work Experience:
- Minimum 2 years exp as RTA
- Preferred: tools knowledge like IEX/Verint or Genesys
- Handles real time adherance/scheduler tools
- Primary database: Excel (must know how to use)
Responsibilities:
- Real-Time Monitoring: Continuously track call/chat volumes agent availability service level adherence and other key performance indicators (KPIs) using real-time monitoring tools and systems.
- Staffing and Scheduling Management: Adjust agent schedules redistribute workloads and manage breaks and time-off requests to ensure optimal staffing levels and adherence to schedules in response to real-time call volumes and agent availability.
- Addressing Operational Issues: Intervene in challenging or unprofessional call situations address system issues and work with operations to minimize service disruptions.
- Reporting and Analysis: Produce daily weekly and monthly reports on performance trends analyze data to identify areas for improvement and provide recommendations for enhanced efficiency and customer satisfaction.
Employment Type
Full Time
