Randburg: Rta-Real Time Analyst posted by Ison Xperiences

Date	2024-07-07
Job Title	Rta-Real Time Analyst
Employer	Ison Xperiences More Information
Salary	0
Category	Professions
Location	Gauteng / Randburg

Job Summary

Position Title: Real Time Analyst Position Summary: The Real Time Analyst is responsible for the monitoring, analyzing and reporting of contact center performance in real-time. The role requires timely and accurate reporting on a wide range of metrics including agent performance, call volume data, workforce utilization and other key metrics. Key Deliverables: Real time management of multiple clients from the centralized command center Analysing trends like Offered Rate; AHT; Break Adherence; Shift Adherence; Login Compliance; Real Time Shrinkage etc. Relevant suggestions to be shared with Planning team wherever required Raising relevant alerts to Operations for basic hygienic issues Tracking and logging different issues on real time to provide insights to operations and impacts on performance Monitoring schedule adherence to assist the management team in achieving target driven adherence goals Managing publishing real time reports to the stakeholders Requirement: Matric Excellent communication skills Proficiency in MS Office Advance Excel knowledge (Added benefit) Knowledge, experience and understanding of key contact centre performance metrics such as service levels, delivery against target intervals, call monitoring as well as schedule adherence Experience with workforce management products and contact centre monitoring applications (Added benefit) A minimum of 1 year experience on similar roles Clear credit and criminal records
Rta-Real Time Analyst position available in Gauteng, Randburg. This job position was posted by Ison Xperiences. The job has been posted as a premium ad on 2024-07-07 at 13:32:54 in the Professions category

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