Real Time Analyst
Gratitude IncReal Time Analyst
Job Description
Key Skills
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Qualifications:
• Bachelor's Degree
• 1-2 years' work experience in workforce management in a contact center environment
• 2-4 years overall experience
• Good analytical skills
• Banking industry experience is highly preferred
• Exposure to UK and/or US Banking industry is an advantage
• Excellent in MS Excel & number crunching
• Experience with Workforce Management software (scheduling, performance tracking, reporting)
Key Responsibilities:
• Monitoring call center queues and agent adherence to schedules in real-time.
• Managing intraday staffing and performance to meet Service Level Agreements (SLAs).
• Identifying trends, analyzing call logs, and taking proactive measures to improve efficiency.
• Handling escalations and collaborating with team leaders to resolve issues.
you available to start once hired?
Role
Forecast Analyst
Timings
Rotational Shifts (Permanent)
Industry
BPO
Work Mode
Work from office
Process
Voice
Functional Area
ITES / BPO / Customer Service
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
Interview Tips
- Giving the VNA round?
- What are the most important skills you acquired as a Soft Skills/VNA trainer?
- How would you handle an irate customer?
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