Real Time Analyst

Monitoring of agent queues and generate performance reports to identify performance trends

Collect and analyze data at regular intervals for reporting, as well as track and update any organization changes both on the client and vendor side

Monitor agents' adherence to schedule and prepare team roster in advance to ensure operational efficiency

Required to standardize mechanism for collection of historical data on call volume, shrinkage, AHT, service levels, etc., for trending, as well as automate reports to remove inefficiencies

Real Time Monitoring, Break Management, quick thinker and quick solution provider.

Should be well versed in generating data analysis and reporting.

Provide accurate and timely weekly, monthly reports.

Intraday and EOD reporting and Real time management.

Excellent communication skill in oral and written.

Hands-on on payroll activity will be considered as addition.

Ability to manage allocated tasks and perform them with little supervision.

will be responsible for analyzing data to ensure accuracy.

Should have understanding on core metrics i.e. SLA, ASA, answering level%, Abandoned%,

Should have basic understanding on RCA.

Good working knowledge of computer i.e., MS-Office.

Excellent verbal & written communication & presentation skills.

Good Interpersonal skills with problem solving approach.

Exposure to at least one of the voices ACD tools like Avaya CMS, Nortel, Genesys etc.

Demonstrated Customer Service Skills.

Requirements

Grade 12

Experience: 2-3 Years in WFM

Educational Qualification: Post Matric qualification