Lead RTA 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 of 2 year RTA experience on paper in a voice-based account is a must.
At least one year work experience in a Call Center.
Strong in MS-Excel and reporting knowledge.
Good verbal and written communication skills.
Proficiency in WFM tools
Basic understanding of call center KPIs: AHT, Service Level.
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.

Real Time Analyst