Realtime Analyst
Summary
The Realtime Analyst monitors and analyzes real-time data to ensure service levels and abandon rate targets are met. The role involves using WFM tools like Calabrio and Amazon Connect to flag non-adherence and communicate with operations and clients.
Primary role would include monitoring and analyzing real time data along with daily communications with both operations and client
.• This person will require strong analytical skills, basic knowledge of Excel , ability to work both independently and within a team
.• WFM Tools Competency i.e., Calabrio , Amazon Connect , Excel
• Flagging non adherence
.• Analyzing and proactively calling out any blockers to meet service levels and abandon rate targets
.• Ability to work in a fast paced and pressurizing environment.
Matric
WFM Experience
One year working as an RTA