Real Time Analyst (RTA)-(2100005F)
You perform day to day Real Time Activities, in order to provide accurate reports which helps in improving agents productivity.
At CWT, we have a unique and compelling culture as an employer defined by our people and supported by our Core Values. Our employees feel a genuine respect for one another, act with uncompromising integrity and feel proud of our global market leadership.
They value working together, embrace opportunities for continuous learning and have an intense desire to serve customers.
CWT is looking for talented and enthusiastic people. People who want to realize their professional ambitions while delivering the highest levels of expertise and service to our customers.
As a global leader in business travel management, we offer exciting opportunities in different areas around the world. If you share our commitment to excellence and customer care and enjoy professional challenges, we would like to hear from you.
Learn about us and start your journey
Resposibilties & Duties
Ensure optimised SLA performance across multiple sites and channels
Balance delivery b / w phone, email and other channels
Managing SLA Goals Ensure key metrics like SLs, AHT, abandon targets, queue management, TAT etc are met
Minimize variation between plan & delivery by controlling leakages, monitor work states & aux usage
Reporting real-time stats to stakeholders Interval level reporting for phone stats, shrinkage, attendance etc
Call out to stakeholders in case of missing SLA, downtime. Providing RCA whenever required, highlighting deviations from plan showcasing trends / reasons etc to achieve goal.
Monitor schedule adherence and report it. Track agent staffing against schedules and plan for contingencies.
Queue management / Skill changes Proactive / requested. RTM assigns and removes Avaya skills and CXP workbaskets and re-direct calls and mails across teams based on current Service Level, customer requirements and escalations.
Sharing / Highlighting Real Time issues to the Ops team.
Escalating different issues with clients, related to call voice issues, drop calls, emergencies etc.
Must have 1-3 years of experience of working in a contact center environment, preferably in Voice process.
Familiar with common terminologies of a CC like Service level, ASA, AHT, Abandon, shrinkage. Good to have knowledge
Good analytical skills and attention to detail.
Able to think and act quickly. Street smart.
Good communication and negotiation skills. Ability to explain ideas, concepts clearly.
Basic to mid-level proficiency on MS Excel.
Willing to work in rotational shifts
Ability draw conclusions from large data sets.
Able to correlate relation between SL, Abandon, shrinkages etc.
Knowledge of Macros, advanced excel, any tool will be an added advantage.
Any background with data, statistics is preferable