RTA Analyst
- IntouchCX
- 1 - 3 years
- Hyderabad
- 15 hours ago
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Job Description
About the Job
Are you looking for an exciting new challenge? InTouchCX is looking for you!
As one of the worlds leading outsourcing companies, IntouchCX is seeking our next generation of leaders. By fostering a bold and competitive culture, we set the bar for excellence, both internally and within the BPO industry.
Were searching for a Real Time Analyst & Real Time Analyst Supervisor to lead our RTA Team as they monitor and make changes to positively affect the performance of our Customer Service Representatives. Were looking for someone with a good understanding of contact center functions including scheduling, call queues and forecasting volumes by half-hour segments.
Role & responsibilities:
Were looking for a Real Time Analyst (RTA) to be responsible for monitoring, communicating and making changes that positively affect the real-time performance of our team members. The ideal person will have a good understanding of how contact center functions including scheduling, call queues and forecasting volumes by half-hour segments.
As Real Time Analyst, You Will
Evaluate large amounts of data
Communicate data in a clear and concise manner to Management Teams, Team Leaders and team members.
Adjust staffing and scheduling according to changing needs of the business.
Solicit extra hours or voluntary time off from where applicable, to ensure staffing meets forecasted volumes to clients.
Monitor schedules and escalate issues regarding attendance adherence.
Work with team members to ensure they know their statistics related to the schedule
As Real Time Analyst, You Have
High school diploma or equivalent (required)
Some post-secondary or completion of post-secondary schooling (preferred)
Good communication skills
Advanced knowledge of MS Word and Excel
Adaptability to learn a variety of software programs
A high level of accuracy with regards to data entry
Strong analytical and problem solving skills
Willingness to learn and adapt to working in a new environment
The ability to multitask and self-manage your work.
As Real Time Analyst Supervisor, You Will
Communicate data in a clear, concise manner to the RTA Team and Operations
Evaluate large amounts of data
Ensure proficient training, professional development and employee engagement is sustained in order to prepare, grow and retain employees
Motivate the RTA team through relationship building and real-time coaching
Develop solutions, strategies and action plans to improve business performance and client-partner success
Use critical thinking to investigate and develop solutions to address ad hoc issues
As Real Time Analyst Supervisor, You Have
Some post-secondary or completion of post-secondary schooling (preferred)
1-2 years experience in the contact center and/or customer service industry
Minimum 1 year of experience in a supervisory role
Advanced knowledge of MS Word and MS Excel
The ability to use spreadsheet applications to maintain and develop operational reporting
Exceptional time management, organizational and prioritization skills to complete work in a timely manner
The ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment
Adaptability to learn a variety of software programs
Strong analytical and problem solving skills.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Operations SupportRole: Operations Support - OtherEmployement Type: Full timeContact Details:
Company: IntouchCXLocation(s): Hyderabad
Keyskills: Capacity Planning Scheduling Planning Forecasting Wfm Planning IEX Monitoring RTA
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IntouchCX
About company *IntouchCX Intouchcx is a global customer care and technology company that provides value- driven, future-forward solutions. For over 20 years, we have been the people and technology behind the worlds biggest brands, empowering human potential through our artificial intelligence di...
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