The Real-Time Analyst (RTA) will do real-time queue monitoring and management.
He/She needs to ensure contact center efficiency and resource utilization for our Customer Experience (CE) operations. The RTA will oversee and ensure our ability to meet Service Level Expectations (SLA) while maximizing agent utilization.
This role focuses on the analysis of real-time contact center trends, including multichannel contact volumes, tracking and reporting contact activity patterns, monitoring staff productivity and resource allocation. The RTA will work with multiple skill groups within the contact center to monitor real-time productivity and schedule adherence, analyze center and agent performance, generate real-time reports, man the floor, flags offenders, optimize and update schedule changes.
The role directly liaises between the CE Head and Workforce Management team to effectively drive performance and implement queue management & real-time schedule adherence.
Work directly with the vendors and CE team to take into account all possible variables that may affect staffing and productivity.
Monitor and analyze real-time contact volume arrival patterns, intraday activities, and make adjustments, as needed, to ensure optimal productivity and efficiency.
Ensure achievement of service level, schedule adherence and other financially impacting goals
Track and report real-time issues and outages
Prepare and disseminate timely and accurate reports to CE management and other vertical leads as needed.
Proactively monitor agent behaviors, efficiency, productivity and report deficiencies to CE team in real-time.
Yêu Cầu Công Việc
At least two years of contact center experience, real-time analysis, and reporting
One-year experience with Avaya or other ACD phone system required
Experience with eWFM, IEX, Blue Pumpkin, XCALLY, Zendesk is a plus
Strong analytical skills and ability to apply it real-time
Proficiency in Microsoft Office Applications
Excellent problem solving and decision making skills
Keen observation skills
Firm and strong personality
Ability to operate effectively in a team environment
Excellent oral and written communication skills and interpersonal skills
Thông tin khác
Không giới hạn tuổi
Hình thức: Nhân viên chính thức
Giới thiệu về công ty
Công Ty TNHH GrabTaxi
http://www.grab.comQui mô công ty: 100-499
Grab is Southeast Asia's leading ride-hailing platform. We solve critical transportation challenges and make transport freedom a reality for 620 million...Chi tiết
Grab is Southeast Asia's leading ride-hailing platform. We solve critical transportation challenges and make transport freedom a reality for 620 million people in Southeast Asia.
Grab began as a taxi-hailing app in 2012, but has extended its product platform to include private car services (GrabCar), motorcycle taxis (GrabBike), social carpooling (GrabHitch) and last mile delivery (GrabExpress). Grab is focused on pioneering new commuting alternatives and for drivers and passengers with an emphasis on speed, safety and reliability. The Company currently offers services in Singapore, Indonesia, Philippines, Malaysia, Thailand and Vietnam.