Qureos Mentor

Etech Global Services

<div><div><div><div><div><div><div><div><ul><p>Remote</p>
</ul><div><p><b>What We Offer:</b></p>
<ul><li>Night Shift allowance as per process</li>
<li>Health Insurance</li>
<li>Tuition Reimbursement</li>
<li>Work-Life Balance Initiatives</li>
<li>Rewards &amp; Recognition</li>
</ul><p><b>What You&rsquo;ll Be Doing:</b></p>
<ul><li>Monitors queue spikes, breaks and aux usage of agents. Ensuring that the queue is well-managed by relaying real-time concerns on AUX time reporting to Supervisors/Floor managers on the floor.</li>
<li>Sends day-end reports to management team</li>
<li>Monitors and report real time schedule &amp; Shrinkage adherence and reports non-compliance if any</li>
<li>Reports intra-day schedule changes to the Supervisors/Manager. i.e., same day callouts and develops a plan to meet schedule requirements.</li>
<li>Works with WFM to ensure hourly, real-time schedule adherence commitments are being met.</li>
<li>Work closely with the Account Managers and Supervisors to conduct real-time root cause analysis of impacts to SLA&rsquo;s (i.e. AHT, ACW, Abandonment, actual call volume to forecast ratios, chat types/drivers).</li>
<li>Assigning schedules for all reps.</li>
<li>Proactively develop action plans or provide recommendations to the program on effective ways to achieve schedule adherence.</li>
<li>Identify OCR&rsquo;s/leaders on any violation of the code of conduct and non-adherence to the schedule.</li>
<li>Build strong relationships with Team Leader, and team members.</li>
<li>Be open and responsive to consistent coaching, take an active role in performance planning and goal setting.</li>
<li>Act as a role model at all times, adhere to high ethical standards.</li>
<li>Take responsibility and initiative to develop core skills and competencies by being involved in every facet of personal development.</li>
<li>Be flexible in an environment by championing and embracing change.</li>
</ul><p><b>What We Expect You to Have:</b></p>
<ul><li>Excellent Written English skills and Excel (Data Analysis) are a prerequisite.</li>
<li>Acts as a role model at all times and adheres to high ethical standard</li>
<li>Takes responsibility and initiative to develop core and personal skills</li>
<li>Is flexible in an environment by championing and embracing change.</li>
<li>Maintains a high degree of confidentiality while conducting day-to-day operations</li>
<li>Presents a professional, efficient, and service-oriented profile to clients and internal/external customers.</li>
<li>Ensures a high level of quality in all administrative efforts.</li>
</ul><p><b>Ability to: </b>Establish and maintain effective relationships with team members, effectively monitor, and evaluate job performance and coach and develop team members as needed; develop relationships with peers across departments</p>
<p><b>Knowledge of:</b> Computer programs including Excel, Word, Power Point, Outlook; Training and sales techniques, Company policies and procedures as outlined in the employee handbook; applicable campaign computer programs and procedures.</p>
</div></div></div><p></p><div><div><div><div><div><b>Job Title </b></div><div><b>: </b></div><div>Real Time Analyst
</div></div><br>
<div><div><b>Reports to </b></div><div><b>: </b></div><div>ETS Leader
</div></div><br>
<div><div><b>Location </b></div><div><b>: </b></div><div>Gandhinagar</div></div></div></div></div></div></div></div></div></div></div><p></p>

Real Time Analyst

Join Etech Global Services and explore 1   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

Etech Global Services

ABOUT_COMPANY

Real Time Analyst