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Real Time Analyst/ Administrator
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General Details
Description
We are looking for an excellent Real Time Analyst.
Description
- Utilising Excel to analyse Workflow data to assist with efficiency within the Contact centre
- Runs and analyses reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals
- Completes root-cause analysis to determine and quantify reasons for planned variance and recommends changes to enhance accuracy and effectiveness
- Responds to escalated issues and ad-hoc requests
- Exception management on WFM tool along with real time management of all queues.
- Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position
Qualifications/Education and other skills requirement -
- Graduate
- Call centre experience , RTA role Preferential
- Basic understanding of workforce management/Shrinkage/Avaya/WFM tool concepts.
- Ability to prioritize workload, meet deadlines and perform multiple tasks
- Excellent communication skills
- Good mathematical, Logical and analytical skills
- Problem solving attitude and attention to detail.
- Quick learner, positive attitude
- Good excel skills
Desired Skills
- Excellent/advanced excel skills
- Exposure to WFM Tools
Company Description
American multinational professional services company mainly involved in the operations management and analytics. Offers insurance, banking, financial services, utilities, healthcare, travel, transportation and logistics services.
If you are keen please email your updated CV along with your current salary, expected salary and notice period to james@abcworldwide.com
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Id Subtitle 1186995557
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ABC Worldwide
Selling for 2+ years
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Job type: Permanent position
Standard hours
08h00–17h00: Monday – Thursday
08h00–16h00: Friday
May be required to work overtime as per operational requirements
Benefits include
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Salary
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