RTA (BPO Real time analyst)

hace 2 semanas

Bogotá, Bogotá D.E., Colombia Transcom A tiempo completo

Job Description Summary

The Real Time Analyst is responsible for managing the intraday performance of one program or line of business within a Call Center environment. This position will utilize monitoring systems to ensure appropriate staffing levels and agent availability to meet client expectations and Concentrix scheduling standards.

Essential Functions/Core Responsibilities

  • Distributes accurate and timely agent schedules.
  • Inputs intraday corrections and exceptions into systems for agent time off and absences.
  • Monitors inbound volume for unusual activity to ensure staffing needs are met.
  • Recognize abnormal scheduling issues and escalate as necessary.
  • Initiates and coordinates trouble tickets and escalate issues as required.
  • Prepares standard and ad hoc reports for agent availability effectiveness.
  • Monitors and resolves agent availability concerns via face-to-face communications, phones, and messaging applications with agent(s) and command center.

Candidate Profile

  • Experience of 6+ months as an RTA, GTR, or Mission Controller in campaigns with telephone systems such as Avaya, Go Contact, or similar.
  • English 85% + level
  • Bachelor's Degree in related field from a four-year college or university with less than one year of relevant experience preferred.
  • Advance in Excel and other Microsoft office is a Must.
  • Proficient in resource scheduling/ intraday management applications preferred.
  • Work well under pressure and follow through on items to completion.
  • Strong communications skills. both written and verbal.
  • Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable.
  • Detail oriented.
  • Willingness to work a flexible schedule.

Ready to take the role?

Apply Now

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