Real Time Analyst

Gratitude Inc

630 Views

20 hours ago

Real Time Analyst

2-5 Year(s)

₹ 3 - ₹ 5 Thousand p.a

Mumbai

Job Description

Key Skills

Real Time Analyst

2 candidate(s) have already applied for this Job. Apply now

Rotational shifts

Education - HSC or a Graduate

Key Responsibilities

· Act as the real-time monitor for the Operations team by providing direction, guidelines and performance updates to hit service level goals.

· Provide continuous interaction with Operations (leadership and the agents) to achieve service-level metrics with the intent of meeting contractual objectives.

· Execute forecasts and balancing volume to fulfill Contractual, Service Level, Operational, and Financial objectives.

· Appropriately respond to Service Level variations by working with Operations to match staff to demand and/or reallocate call volumes

· Serve as contact for Service Level issues and resolution

· Keep current on business changes to ensure real time program compliance

· Provide periodic reports - real time and historical, containing performance data to support operations management in a customer service contact center

· On an ongoing and consistently substantial basis, coordinates, integrates, and provides organized work efforts to achieve positive operational targeted outcomes.

· Participate in the BCM awareness with the internal and external stakeholders

· Execute departmental procedures, communications, incident reports, and leverage analysis of metrics and measurements.

· Communicate proactively with Operations Leadership regarding vendor team and client business status, making suggestions for corrections to any issues

· Respond to Operations requests accurately and in a timely manner

· Maintain a detailed record of activities, actions and impacts.

· Identify business process excellence improvement opportunities, contributing to design and execution

· Complete deliverables accurately and on time

· Manage client outage and bridge calls with operations and internal technology teams

Role

Process Flow Analyst

Timings

Flexible (Permanent)

Industry

BPO

Work Mode

Functional Area

ITES / BPO / Operations / Customer Service / Telecalling

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.

Sylvia Okoye

Recruiter - Gratitude Inc

NA, nigeria

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