Sr. Associate - Real Time Analyst
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Summary
Monitors real-time call center performance, flags KPI risks like service level and adherence, and supports supervisors with data-driven callouts to improve productivity.
Sr. Associates in this role get to:
Be the expert:
- Monitor queues in real-time to identify and call out any risks to meeting contractual KPIs like Service Level/ Abandonment % / Line Adherence / Handling Capacity/ SIR .
- Monitor service level performance at interval level against planned AHT, Aux & Shrinkage and correlate with non-adherence at Consultant level
Extend support:
- Make real-time call outs on performance and staffing level to floor supervisors for appropriate action on non-adhering consultants .
- Coordinate offline activities.
- Prepare EOD performance analysis reports
Strengthen relationships:
- Follow up and ensures callouts on non-adherence are corrected to make improvements in productivity performance to drive optimized service level and utilization delivery.
- Partner with Ops MOD and keeps them informed through callouts on consultant level deviations and KPIs
Our most successful candidates will have:
- At least one year work experience in a Call Center
- Basic knowledge of MS-Excel
- Basic understanding of call center KPIs: AHT, Service Level
- Good verbal and written communication skills
- Knowledge of Call Center application such as CMS Avaya Supervisor/ eWFM /IEX is good to have, but not required
- High School Diploma/GED (±11 years)
- Flexibility to work in a 24/7 environment, including but not limiting to GY shifts, weekends, holidays and overtime as necessary
All your information will be kept confidential according to EEO guidelines.