Real Time Analyst

Hyderabad - India

Monthly Salary: Not Disclosed

Posted on: 5 hours ago

Vacancies: 1 Vacancy

Job Summary

Real Time Analyst/Intraday Specialist
- Monitor real-time ACD reports and dashboards
- Manage skilling profiles within Five9 Administrator
- Administer intraday schedule changes
- Make recommendations to leaders to increase occupancy or service levels
- Communicate identified risks to leadership and team members
- Complete assigned helpdesk tickets within established SLA
- Report contact center and agent performance to team leaders
- Assist planning analyst when necessary
Desired Skill:
experience preferred or any Five9 ACD/IVR/Dialer (application tool) international -us out bond dialer (kind of voice process)
Experience in contact center and outbound dialer management
Experience in a mortgage servicing environment
Experience managing large-scale projects and service providers

Real Time Analyst/Intraday Specialist Monitor real-time ACD reports and dashboards Manage skilling profiles within Five9 Administrator Administer intraday schedule changes Make recommendations to leaders to increase occupancy or service levels Communicate identified risks to leadership and team...