Eligibility Criteria

Need minimum experience of 1-3 years as a Real Time Analyst in BPO/Tele calling/Customer Care sector.

Should be Excellent in Microsoft Excel

Roles and Responsibilities

Real Time Analyst.

• Monitor queue times and abandon rates on all queues across channels and skills in order to optimise co-worker efficiency to customer-facing activities and reduce customer waiting time

• Monitor schedule adherence and wrap times on all queues, and feed back to Remote Team Leaders in order to ensure best customer experience across Sales and Resolutions services

• Create commentary on reporting to Planning, Scheduling & Intraday Manager and Scheduling Specialists about performance for the day and mitigating actions, in order to provide an outlook for the next few days

• Ensure close collaboration with the Scheduling Specialist in order to secure continuous scheduling operations

• Provide insights and share feedback with Scheduling Specialists and the rest of the operations to ensure the right future scheduling actions are taken