Job Description : The Real Time Analyst will manage the assigned campaigns’ real time aspect of the business in terms of staffing, reporting, escalation and outage management within the work week.
This position will be responsible in ensuring that the campaign’s Key Performance Indicators are met and provide a post mortem analysis if not.
Responsible for in-week short term planning and schedule maintenance. Minimum Qualifications : Minimum 1 year experience as a Real Time Analyst / Mission Control Analyst in an inbound call centre.
Has experience using WFM tools such as eWFM, Verint, IEX, etc. Good verbal and written communication skills. Ability to communicate in a clear and concise manner.
Strong skills in using Microsoft Excel for reporting.