Real Time Analyst
Intelcia -
Bourj Alarab, AlexandriaJob Details
Experience Needed:
Career Level:
Education Level:
Salary:
Job Categories:
Skills And Tools:
Job Description
- Monitor our clients contact center performance and make real-time staffing.
- Ensure and facilitate the best use of resources to meet the needs of our clients.
- Creating and maintaining real-time, historical and custom reports and analyzing trends in a timely manner to make sure to improve the efficiency and effectiveness of the organization.
- Analyzing current days queue performance, comparing with staffing plan and previous day's historical to develop a course of action to ensure service level goals are met.
- Optimize the use of real-time monitoring tools to improve resource efficiency.
- Maintains constant communication across departments/sites to acquire and communicate details that influence call volume delivery, AHT & adherence.
- Act in a collaborative capacity to resolve problems/issues quickly and effectively across all departments.
Job Requirements
- Previous Experience is a must.
- Good Command of English.
- Staffing Experience.
- Excel Level: Advanced.
