Real Time Analyst
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Job Description
Real Time Analyst ensuring service levels for Operations accounts by managing queues and performance metrics. Collaborating with Team Captains and Management to improve account performance.
Responsibilities:
- Updates and processes data for real-time performance analysis
- Obtains quantifiable performance figures (i.e. call volume, AHT, running service level)
- Manages and monitors the queue for the Operations account
- Keenly observes the queue and proactively responds with action plans for the account’s activities
- Acts as the central point of communication regarding account performance
- Cascades vital information to key decision-makers
- Escalates relevant information on account performance to Management
- Keeps abreast of new policies and procedures addressing day-to-day issues
- Provides information on key issues and challenges in attaining service levels
Requirements:
- Ensures passing service levels for each Operations account
- Engages in real-time management of the queue
- Updates and processes data for real-time performance analysis
- Obtains quantifiable performance figures (i.e. call volume, AHT, running service level)
- Manages and monitors the queue for the Operations account against the attainment of passing service levels
- Proactively responds with action plans for the account’s activities by continually communicating with Team Captains and Operations Management
- Acts as the central point of communication regarding account performance
- Cascades vital information to key decision-makers
- Escalates relevant information on account performance to Management
- Keeps abreast of new policies and procedures addressing day-to-day issues of specific accounts
- Provides information on key issues and challenges in attaining service levels
Benefits:
- Full remote work (with the option to visit our offices in Poland, Georgia and Ukraine)
- Competitive compensation
- Medical insurance after the trial period
- Corporate training
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