Senior Associate - Real Time Analyst - Remote

Overview

The Senior Associate - Real Time Analyst is responsible for monitoring real-time performance metrics in a call center environment, ensuring that KPIs are met and assisting in improving productivity.

In Short

• Monitor queues in real-time to identify risks to contractual KPIs.
• Analyze service level performance against planned metrics.
• Provide real-time feedback to floor supervisors on performance issues.
• Prepare end-of-day performance analysis reports.
• Ensure callouts on non-adherence are corrected to improve productivity.
• Collaborate with Operations Management on consultant level deviations.
• Work in a 24/7 environment, including weekends and holidays.
• Communicate effectively with team members and supervisors.
• Utilize MS-Excel for data analysis.
• Maintain confidentiality of employee information.

Requirements

• At least one year of experience in a call center.
• Basic knowledge of MS-Excel.
• Understanding of call center KPIs such as AHT and Service Level.
• Good verbal and written communication skills.
• Knowledge of call center applications is a plus.
• High School Diploma or GED required.
• Flexibility to work various shifts, including overtime.

Benefits

• Opportunity to work in a dynamic environment.
• Gain experience in performance analysis and management.
• Collaboration with skilled professionals.
• Potential for career growth within the company.
• Confidential handling of personal information.