Qureos Mentor

Etech Global Services

&middot; 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.&middot; Sends day-end reports to management team&middot; Monitors and report real time schedule &amp; Shrinkage adherence and reports non-compliance if any&middot; Reports intra-day schedule changes to the Supervisors/Manager. i.e., same day callouts and develops a plan to meet schedule requirements.&middot; Works with WFM to ensure hourly, real-time schedule adherence commitments are being met.&middot; Work closely with the Account Managers and Supervisors to conduct real-time root cause analysis of impacts to SLA's (i.e. AHT, ACW, Abandonment, actual call volume to forecast ratios, chat types/drivers).&middot; Assigning schedules for all reps.&middot; Proactively develop action plans or provide recommendations to the program on effective ways to achieve schedule adherence.Identify OCR's/leaders on any violation of the code of conduct and non-adherence to the scheduleJob Type: Full-timePay: ₹25,000.00 - ₹35,000.00 per monthBenefits:<ul><li>Cell phone reimbursement</li><li>Commuter assistance</li><li>Leave encashment</li><li>Paid sick time</li><li>Paid time off</li><li>Provident Fund</li></ul>Work Location: In person

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

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Real Time Analyst