Real Time Analyst (RTA)

About the Role

Understanding of operational process, logical thinking, reporting and analysis Should be open to change, multi-tasking skills Ability to manage real time queues and skill changes Communication between Team Locations to effectively manage the staff Ensure can effectively manage floor discipline Ability to think on toes and take accurate decisions which will help in meeting the service goals

Job Description Analysis Strong Analytical skills Should be able to handle & achieve the departmental requirements Maintain data integrity

Responsibilities

• Meet Real Time Adherence SLA Service Level/Abandon Rate Targets met on a consistent Basis
• Real Time Reporting Timeliness & Accuracy
• Client Management Internal and External
• Ability to work on data and generate various types of dashboards, reports/ad-hoc reports required on real time basis
• Ability to handle high level data analysis and data

Qualifications - Graduate

Required Skills

• Good knowledge of Analytical skills, MS Excel & other MS Office Applications
• Should have good Knowledge of Avaya CMS
• Ability to think strategically and work in terms of business opportunity and growth
• Candidate should be ready to work in a 24*7 environment
• Ability to handle pressure and a natural go getter
• Knowledge of Scheduling should have understanding of basics in Scheduling

Preferred Skills

• Minimun 1 year experience in Real Queue Management
• Should have minimum exposure in Call Center environment for 2 years

Tech Mahindra is an Equal Employment Opportunity employer. We promote and support a diverse workforce at all levels of the company. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, age, national origin or disability. All applicants will be evaluated solely on the basis of their ability, competence, and performance of the essential functions of their positions.