Real Time Analyst (RTA)

Descripción de la oferta

Job Description Summary
The Real Time Analyst is responsible for managing the intraday performance of one program or line of business within a Call Center environment. This position will utilize monitoring systems to ensure appropriate staffing levels and agent availability to meet client expectations and Concentrix scheduling standards.
Essential Functions/Core Responsibilities
Distributes accurate and timely agent schedules.
Inputs intraday corrections and exceptions into systems for agent time off and absences.
Monitors inbound volume for unusual activity to ensure staffing needs are met.
Recognize abnormal scheduling issues and escalate as necessary.
Initiates and coordinates trouble tickets and escalate issues as required.
Prepares standard and ad hoc reports for agent availability effectiveness.
Monitors and resolves agent availability concerns via face-to-face communications, phones, and messaging applications with agent(s) and command center.
Candidate Profile
Experience of 6+ months as an RTA, GTR, or Mission Controller in campaigns with telephone systems such as Avaya, Go Contact, or similar.
English 85% + level
Bachelors Degree in related field from a four-year college or university with less than one year of relevant experience preferred.
Advance in Excel and other Microsoft office is a Must.
Proficient in resource scheduling/ intraday management applications preferred.
Work well under pressure and follow through on items to completion.
Strong communications skills. both written and verbal.
Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable.
Detail oriented.
Willingness to work a flexible schedule.
Ready to take the role? 
Apply Now!

Requerimientos

• Educación mínima: Universidad / Carrera técnica

Palabras clave: analista, analyst

Hace 5 días

Acerca de TWW SAS

We are the voice of our clients. Equipped with intelligent technology, we are a global network of local specialists, ambitious about making things work. We continuously evolve to be one step ahead, anticipating the newest technology and trends to create a new way to customer experience. From reactive trouble-shooting to active solution finding. It's what we call smarter people experiences.

We are 28,000 customer experience specialists, at 50 contact centers and a large network of home...

We are the voice of our clients. Equipped with intelligent technology, we are a global network of local specialists, ambitious about making things work. We continuously evolve to be one step ahead, anticipating the newest technology and trends to create a new way to customer experience. From reactive trouble-shooting to active solution finding. It's what we call smarter people experiences.

We are 28,000 customer experience specialists, at 50 contact centers and a large network of home agents, across 23 countries, delivering services in 33 languages to international brands in various industries. We are Transcom.

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