Real Time Analyst
hace 5 meses
Let's tomorrow, together.
At Ubiquity, we live by the mantra head, heart, and hustle.
_Head_ because we use our collective industry know-how to always push ourselves, our clients, and our programs to be the best they can be.
_Heart_ because we are always gracious with our time, our collaboration, and with one another. And
_Hustle_ because we have grit, tenacity, perseverance, and a proven track record of meeting and exceeding goals—every person, in every role, for our company and our clients.
Sound like the right fit? Your tomorrow looks bright at Ubiquity.
Your Role:
What We Do
Recognized as the #1 CX provider for disruptors and innovators across financial services, healthcare, and e-commerce, Ubiquity was founded on the belief that our clients and their customers deserve better. Headquartered in New York City with delivery locations in Europe, Asia, and the Americas, Ubiquity provides multilingual, end-to-end solutions for customer experience management, back-office/risk operations, and business transformation.
Real-Time Management & RTA role - Real-time Management is actively and proactively managing the contacts & queues ''on the day”, or “during the day” to ensure what is planned and scheduled is delivered and adhered to. The RTA role is crucial in delivering this impact.The analysts help business objectives to be met / SLA in check and within thresholds. Taking action when thresholds are breached and implementing a recovery plan if needed.
A Real time analyst is primarily responsible for monitoring real-time queue & agent performance, and implementing strategies to enhance productivity and operational effectiveness. This position requires a good understanding of workforce management principles, solid analytical skills, and the ability to collaborate effectively with cross-functional teams.
Day-to-day Responsibilities- Monitor the status of agents in real time.- Making attendance and adherence reports and taking immediate
- action to improve performance.- Responsible for making performance reports by interval at designated times.- Assumes and performs other duties and responsibilities not
- specifically indicated here, but which are logically and properly
- inherent to the position.- Provide input to the WFM team on intraday and intraweek call patterns to better determine where the call center staffing is most effectively mobilized
Qualifications and Skills- At least 6 months in Ubiquity- Intermediate Office Knowledge- Intermediate Statistical Knowledge- Computer Skills- Proactivity- Advanced English Written and Spoken
What we do.
Recognized as the #1 CX provider for disruptors and innovators across financial services, healthcare, and e-commerce, Ubiquity was founded on the belief that our clients and their customers deserve better. Headquartered in New York City with delivery locations in Europe, Asia, and the Americas, Ubiquity provides multilingual, end-to-end solutions for customer experience management, back-office/risk operations, and business transformation, and is proudly certified as a Great Place to Work®.
Come as U are, because U Matter at Ubiquity.
We’re committed to creating an inclusive employee experience for all. Regardless of race, gender, religion, sexual orientation, age, or disability, we believe that we’re at our best when everyone can contribute their ideas and feels free to be their most authentic self.
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