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Lead - RTA ContactPoint 360

0.0 years

0 Lacs

bengaluru, karnataka, india

On-site

Job Description Position: Lead Real-Time Analyst (RTA) Department: Workforce Management Hierarchy: Mid-level Command Direct Supervisor: Workforce Coordinator The Real-Time Analyst (RTA) is responsible for monitoring call center agents' performance and ensuring optimal staffing levels to meet service level agreements (SLAs) in real time. The RTA will provide timely and accurate data to maintain efficiency and productivity while balancing customer satisfaction. This role requires swift decision-making and constant communication with team leaders and other stakeholders. Primary Responsibilities 1. Real-Time Management 1.1. Monitor call volume, agent activity, and performance in real time to ens...

Posted 1 month ago

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