Real Time Analyst
Visit us: www.etechgs.com
WHAT WE OFFER:
- Tuition Reimbursement
- Employee Referral Program
- Health and Life Insurance Benefit
- Free Shuttle Service
- Leadership Program
- Paid Training
- Career Advancement Program
- Bonuses and incentives based on campaign
- Monthly Rewards and Recognition
- Opportunity to participate in Monthly Give Back Initiatives for the Community
WHAT YOU’LL BE DOING:
- Monitors queue spikes, breaks and aux usage of agents. Ensuring that the queue is well-managed by relaying real-time concerns on time reporting to Supervisors/Floor managers on the floor.
- Sends day-end reports to management team
- Monitors and report real time schedule & Shrinkage adherence and reports non-compliance if any
- Reports intra-day schedule changes to the Supervisors/Manager. i.e., same day callouts and develops a plan to meet schedule requirements.
- Works with WFM to ensure hourly, real-time schedule adherence commitments are being met.
- Work closely with the Account Managers and Supervisors to conduct real-time root cause analysis of impacts to SLA’s (i.e. AHT, ACW, Abandonment, actual call volume to forecast ratios, chat types/drivers).
- Assigning schedules for all reps.
- Proactively develop action plans or provide recommendations to the program on effective ways to achieve schedule adherence.
- Identify OCR’s/leaders on any violation of the code of conduct and non- adherence to the schedule.
- Excellent Written English skills and Excel (Data Analysis) are a prerequisite.
- Acts as a role model at all times and adheres to high ethical standard
- Takes responsibility and initiative to develop core and personal skills
- Is flexible in an environment by championing and embracing change.
- Maintains a high degree of confidentiality while conducting day-to-day operations
- Presents a professional, efficient, and service-oriented profile to clients and internal/external customers.
- Ensures a high level of quality in all administrative efforts
WHAT WE EXPECT YOU TO HAVE:
- Ability to Establish and maintain effective relationships with team members, effectively monitor, and evaluate job performance and coach and develop team members as needed; develop relationships with peers across departments Computer programs including Excel, Word, Power Point, Outlook
- Training and sales techniques, Company policies and procedures as outlined in the employee handbook; applicable campaign computer programs and procedures.
- Excellent communication skills (written and speaking)
- Advanced Excel knowledge and Analytical skills are mandatory.
- Basic knowledge of Operating systems such as Windows XP; Windows 2007 Software programs such as Outlook, Word, Power Point; related software, and Basic computer hardware.
- Good knowledge of operations, preferable chat process or prior experience in RTM will be an added advantage