Real Time Analyst

Gratitude Inc

491 Views

2 months ago

Real Time Analyst

2-4 Year(s)

35 - 40 Thousand p.m

Quezon Calabarzon (San Francisco)

Job Description

Key Skills

Analytical Skills

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Qualifications:
• Bachelor's Degree
• 1-2 years' work experience in workforce management in a contact center environment
• 2-4 years overall experience
• Good analytical skills
• Excellent in MS Excel & number crunching
• Experience with Workforce Management software (scheduling, performance tracking, reporting)
• Not a job hopper
• Must not be a present or former employee of Wipro

Key Responsibilities:
• Monitoring call center queues and agent adherence to schedules in real-time.
• Managing intraday staffing and performance to meet Service Level Agreements (SLAs).
• Identifying trends, analyzing call logs, and taking proactive measures to improve efficiency.
• Handling escalations and collaborating with team leaders to resolve issues.

Kindly send your resume along the answers to the Pre-screening questions below to yahaya@gratitudeindai.com:
• How many years of relevant experience you have in workforce management in a contact center environment?
• How many years of overall experience do you have?
• Do you have experience with Workforce Management software (scheduling, performance tracking, reporting)?
•. Rate your Communication Skills and feedback/coaching skills, from 1-10, 10 is the highest.
• Are you excellent in MS Excel & Number Crunching?
• How much is your last drawn salary?
• How much is your salary expectation?
• Are you amenable to work onsite in QC with a Shifting schedules?
• When are you available to start once hired?

Role

Customer Service Analyst

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.

Yahaya Muktar

Recruiter - Gratitude Inc

NA, nigeria

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