Real Time Analyst

Teleperformance

9d•$22•Onsite

About The Position

As a Real Time Analyst, you will be responsible for managing intraday performance to ensure service levels, occupancy, and schedule adherence meet established targets. You will monitor real-time operations, make proactive adjustments, and collaborate closely with Supervisors, Operations Managers, and Support teams to maintain optimal performance. Regular real-time communication with clients is essential, requiring you to respond quickly to changing conditions and help keep operations running at peak efficiency.

Requirements

Should have knowledge of MS Office applications (Excel/Google Sheet, MS-word)
Good Evaluating/Analytical skills and ability to demonstrate reasons for a change.
Self-motivated and able to perform efficiently and effectively with minimum supervision.
A pleasing personality with a professional, positive, service-oriented attitude.
Mathematical skill and communication Skill (Oral and Written)
Team player and flexible for all shifts
Self motivated, presentation skills, and public speaking
Knowledge of Knowledge of IEX and Genesyst
Good with logical & analytical skills
Taking initiatives to streamline processes and focus areas
Hands on with excel & MS office

Nice To Haves

Power BI will be an advantage

Responsibilities

Act as the first point of contact for all service-related escalations occurring on account of issues such as call routing, technical glitches, unscheduled absence OR any other.
Constantly monitor, track, document and communicate real time floor activities in terms of adherence to process defined AUX/ACW/BREAKS & SHIFTS.
Ensure availability of analysts on phones as per the business model requirement.
Real time queue monitoring (RTQM)
Intraday reporting (Hourly Interval Reports, Productivity Reports)
Client Interaction
Perform other related duties & assignments as required by the Manager.
Self-motivated and able to perform efficiently and effectively with minimum supervision.
Sound understanding of looking through reports and sharp analytical skills.

Benefits

Established career path supported by self-assessments, virtual training, and guided curriculum that allow for vertical and horizontal growth through our multiple lines of business.
Robust career path with a full development plan and the opportunity to grow in the organization.
Paid 5 weeks training, 2 weeks annual leave.
Continuous learning through progressive training that is specific to your tenure and skills.
Competitive salary with incentive programs
Positive and supportive environment
Medical and Dental benefits, Employee Family Assistance Programs, Rewards & Recognition programs.

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