Lead - Real Time Analyst

Lead RTA in this role get to:

Be the expert:

• Monitor queues in real-time to identify and call out any risks to meeting contractual KPIs like Service Level/ Abandonment % / Line Adherence / Handling Capacity/ SIR .
• Monitor service level performance at interval level against planned AHT, Aux & Shrinkage and correlate with non-adherence at Consultant level

Extend support:

• Make real-time call outs on performance and staffing level to floor supervisors for appropriate action on non-adhering consultants .
• Coordinate offline activities.
• Prepare EOD performance analysis reports

Strengthen relationships:

• Follow up and ensures callouts on non-adherence are corrected to make improvements in productivity performance to drive optimized service level and utilization delivery.
• Partner with Ops MOD and keeps them informed through callouts on consultant level deviations and KPIs 

Our most successful candidates will have:

• At least of 2 year RTA experience on paper in a voice-based account is a must.
• At least one year work experience in a Call Center.
• Strong in MS-Excel and reporting knowledge.
• Good verbal and written communication skills.
• Proficiency in WFM tools
• Basic understanding of call center KPIs: AHT, Service Level.
• Knowledge of Call Center application such as CMS Avaya Supervisor/ eWFM /IEX is good to have, but not required
• High School Diploma/GED (±11 years).
• Flexibility to work in a 24/7 environment, including but not limiting to GY shifts, weekends, holidays and overtime as necessary 

All your information will be kept confidential according to EEO guidelines.