Real Time Analyst

From 1 to 3 year(s) of experience
₹ Not Disclosed by Recruiter

Job Description

Roles and Responsibilities

Years of Experience:
2 – 4 years’ experience working in a Real Time Adherence Team Key
Role & Responsibilities:
Monitors call routing and flow real time
Conducts real-time analysis of all metrics for multiple Lines of Business - Forecast Variances, Service level targets, AHT target variances, Occupancy targets, etc.
Identifies course of action or makes recommendations relating to deviations (Schedule Adjustments, Skill Switches/Leveraging)
Monitors real time activities
Trouble-shoots real-time technology issues
Reporting (Scorecard Stats, Daily UABS/Shrinkage numbers, Over/under updates, etc)
Monitors adherence/compliance to schedule and escalates for investigation.
Ensure all required data is tracked and trended on a continuous basis
Makes recommendations and routing changes based on observations
Interface with business unit management as needed for escalation of service-impacting issues
Analyses schedule efficiency measurements as well as key indicators such as service level, for continuous improvement
Participate on scheduled and adhoc client calls
Key Skills Required:
Should have relevant experience of 2 – 3 years
Hands on experience working in a Real Time Adherence Team or a work force management team
Clear understanding of basic workforce management principles
Knowledge of MS Office and Excel intermediate to advanced Knowledge
Excellent communication skills in English - Written & Verbal
Strong knowledge and exposure to Quality and Process Improvement techniques
Good analytical and listening skills
Good leadership skills
Should be a good team player




Role:MIS Executive

Salary: Not Disclosed by Recruiter

Industry:BPO / Call Centre

Functional AreaCustomer Success, Service & Operations

Role CategoryOperations Support

Employment Type:Full Time, Permanent

Education

UG:Any Graduate

Company Profile

Betsol Software India Private Limited

About BETSOL :

BETSOL is a cloud-first digital transformation, data management, and robotic process automation company offering products and solutions to both enterprises and consumers. BETSOL’s Data Management product lines include Rebit (Rebitgo.com) and Zmanda (Zmanda.com). BETSOL’s Robotic Process Automation product line is comprised of products and professional services under the LeTo brand (LeTo.co). BETSOL Global IT Services (BETSOL.com) builds and supports end-to-end enterprise solutions, reducing time-to-market for our customers. Our engineering team, with its several patents, delivers award-winning products and solutions in over 40 countries.

Our work locations are set against the vibrant backdrops of Denver, Broomfield, Colorado and Bangalore, India.

Company Info
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Contact Company:Betsol Software India Private Limited

Website:http://careers-india.betsol.com