Required Language
English
Employment Type
Full time
Contract Type
Permanent
Description
JOB TITLE : RTM Analyst
PURPOSE OF JOB
The mission of the Real Time Analyst is to monitor actual vs. plan delivery at
queue & agent level to ensure that the correct number of agents are available
at the right times to achieve the desired service level/KPI
Key Responsibilities
* Collect relevant program information about KPIs/BTP (Expectations)
* Collect information about What if Scenarios/Alert mechanisms/Escalation guidelines for the account.
* Monitor queue.
* Manage skills.
* Situation management
* BCP situations: Downtime, System issues, etc.
* Routing issues (client side)
* Volume allocation (Load balancing client side)
* Planned to deliver governance (Service KPIs, Handling capacity, Shrinkage, Handle time, Line adherence)
* Send Staffing Outlook for present-day +1 day at the start of shift to share projected plan.
* Midday re-forecast to share plan vs. actual delivery and revised O/U based on trends and run rate
* Update shrinkage segments in the WFM tool
* Flagging agents out of adherence via Chat rooms/extensions/radios
* Shrinkage reports
* Skill/Account level Interval report
* Agent level report
* RCA report
* Schedule adherence report
Core Competencies
* Communication
* Analysis
* Customer Focus
* Attention to Details
* Problem solving
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