RTA Analyst

1 - 3 years

2 - 6 Lacs

Posted:2 months ago| Platform: Naukri logo

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Job Type

Full Time

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.

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IntouchCX logo
IntouchCX

Outsourcing and Offshoring Consulting

Winnipeg Manitoba

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