Real Time Analyst - Call Center
Intouch CX
Posted on 27 Oct
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Nationality
Any Nationality
Gender
Not Mentioned
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
- Monitor real-time call center metrics and key performance indicators (KPIs) to ensure optimal staffing and service levels.
- Analyze intraday call volume, agent adherence, and queue performance to identify trends and recommend adjustments.
- Coordinate with workforce management and operations teams to implement schedule changes and manage agent availability.
- Respond promptly to unexpected changes in call volume or staffing by reallocating resources as needed.
- Generate and distribute real-time performance reports to management and relevant stakeholders.
- Escalate critical issues impacting service levels or customer experience to supervisors and management.
- Assist in the development and refinement of forecasting and scheduling processes.
- Support the implementation of new technologies and tools to enhance real-time monitoring capabilities.
- Collaborate with training and quality assurance teams to address performance gaps.
- Maintain accurate records of intraday activities, incidents, and actions taken.
Desired Candidate Profile
- 1-2 years of experience in a call center, customer service, or workforce management environment.
- Strong analytical and problem-solving skills with a keen attention to detail.
- Proficiency in using workforce management software and real-time monitoring tools.
- Excellent communication skills, both verbal and written.
- Ability to work effectively in a fast-paced, in-office environment.
- Demonstrated ability to multitask and prioritize under pressure.
- Solid understanding of call center operations and key performance metrics.
- Flexibility to adapt to changing business needs and schedules.
- Proactive approach to identifying and resolving operational challenges.
- Strong teamwork and collaboration skills.
Company Industry
- Call Center
- BPO
- KPO
- Outsourcing
Department / Functional Area
- Helpdesk
- Customer Service
- Telecalling
Keywords
- Real Time Analyst - Call Center
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