Real Time Analyst

Real Time Analyst

Job Description:

• To possess knowledge or relevant experience in Forecasting, Planning and scheduling
Calls/Chats/Emails.
To possess knowledge or relevant experience in RTM (Real Time Monitoring) of call centre activity.To possess knowledge of key call centre metrics such as Occupancy, utilization, service levels, TAT,
ASA.
Responsible for mobilization of staff to meet SLA's and ensure maximum utilization of agents.Must be proficient with Microsoft Excel and Office in order to create reports, templates etc. Qualifications: Candidate must possess at least a Bachelor's/College Degree or an Associate DegreeAt least 2 year(s) of working experience in the related field is required for this positionExcellent communication skills, both written and oral in English Working Conditions: Normal Office Environment (Work on-site)Work in shifting schedules including night shift Benefits: Additional leaveCompany Christmas giftCompany eventsEmployee discountHealth insuranceOpportunities for promotionPay raiseTransportation service provided