Job Description
Join us as Real Time Analyst to manage the productivity of agents in Contact Center on real time basis. You will be responsbile for communicating outages messages to customers on the social media platforms as your secondary core task too. Make an Impact by:Real time monitoring and call out to operations for action on unproductive state which impacting the performancIncident Management includes providing timely and regular updates on call queue, trouble ticket count, symptoms of issues, preparing and uploading IVR and Facebook messages, etc.Managing attendance and adherenceTimely update/plotting of CCOs schedule adjustments or shrinkage in the Workforce systemsProvide analysis on the performance for each businessPrepare weekly incident reports Skills for Success:At Least Diploma holderMinimum 3 years of experience in Contact Center.Good knowledge in forecasting and planning.Good Knowledge on software computer applications for instance MS Excel, Power Point, MS Word.Self-driven individual with a positive attitude and strong communication skills.Ability to work with minimum supervisionWilling to work in shift rotational basis
Responsibilities + Skills
Education
Good knowledge in forecasting and planning.Good Knowledge on software computer applications for instance MS Excel, Power Point, MS Word.Self-driven individual with a positive attitude and strong communication skills.Ability to work with minimum supervisionWilling to work in shift rotational basis
Experience
