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Real-Time Analyst (RTA)
Posted on: 06-Feb-2023
Vacancies: 10
Salary: ₹0.00 - ₹0.00
Expires on: 08-Mar-2023
Location: Kolkata, West Bengal, India
Requirements
As a Real Time Analyst, you will work closely with Operations, to help monitor Incoming volumes In Queues, and report on Daily attendance schedule adherence of Agents in real-time, ensuring optimum service levels are achieved to deliver consistent performance.
- Adoption and communication of global intraday and scheduling guidelines to appropriate stakeholders
- Enforce real-time adherence in all Work Types and Markets within the scope of the operation
- Monitor the volume of contacts at the interval level, as well as the proper use of activity codes, overall onsite/offsite shrinkage, variations in AHT, and any other real-time events that contribute or impact negatively the execution of planned productivity hours to meet SLAs
- Provide visibility and reporting capabilities of main SLAs and KPIs related to intraday and scheduling functions such as adherence, shrinkage components, projected interval compliance, and bidding completion
- Creation and optimization of schedule shells, allocating productive time based on interval-level staffing needs, following region-specific labor laws
- Appropriate distribution of programmed shrinkage (activity codes) to help ensure the accuracy of projections related to productive staffing commitment
- Develop and maintain a scheduling matrix for each specific site and region; adequately updating information related to labor laws, shift types, and other considerations required to appropriately perform scheduling tasks
- Recognize and communicate challenges and areas of improvement during, and after scheduling cycles; providing solutions to meet staffing expectations at the interval level