Real Time Analyst
Posted on :
15-08-2025
Employer Active
1 Vacancy
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Job Description
Required Language
English
Employment Type
Full time
Contract Type
Permanent
Description
English
Employment Type
Full time
Contract Type
Permanent
Description
JOB TITLE: RTM Analyst
PURPOSE OF JOB
The mission of the Real Time Analyst is to monitor actual vs. plan delivery at queue & agent level to ensure that the correct number of agents are available at the right times to achieve the desired service level/KPI
Key Responsibilities
- Collect relevant program information about KPIs/BTP (Expectations)
- Collect information about What if Scenarios/Alert mechanisms/Escalation guidelines for the account.
- Monitor queue.
- Manage skills.
- Situation management
- BCP situations: Downtime System issues etc.
- Routing issues (client side)
- Volume allocation (Load balancing client side)
- Planned to deliver governance (Service KPIs Handling capacity Shrinkage Handle time Line adherence)
- Send Staffing Outlook for presentday 1 day at the start of shift to share projected plan.
- Midday reforecast to share plan vs. actual delivery and revised O/U based on trends and run rate
- Update shrinkage segments in the WFM tool
- Flagging agents out of adherence via Chat rooms/extensions/radios
- Shrinkage reports
- Skill/Account level Interval report
- Agent level report
- RCA report
- Schedule adherence report
Core Competencies
- Communication
- Analysis
- Customer Focus
- Attention to Details
- Problem solving
Required Experience:
IC
Employment Type
Full Time
Key Skills
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