RTA Analyst and Real time analyst at Gurgaon

Job Title: RTA Analyst (Real-Time Analyst)

Location: Gurgaon

Job Type: Full-Time

Reports To: Real-Time Analyst (RTA) 

Job Summary:

The RTA Analyst, also known as a Real-Time Analyst Analyst, assists the Real-Time Analyst (RTA) in monitoring and optimizing the real-time performance of a call center, with a specific focus on leveraging Verint and Queue Monitoring tools.

Key Responsibilities:

1. Real-Time Monitoring: Assist the RTA in monitoring and reporting on call center performance metrics, including call volume, queue status, and agent adherence to schedules, using Verint and Queue Monitoring tools.

2. Adherence and Schedule Management: Support the RTA in tracking agent adherence to schedules and coordinating adjustments to minimize disruptions, with guidance from Verint and Queue Monitoring data.

3. Intraday Reporting: Generate real-time performance reports and alerts, incorporating data from Verint and Queue Monitoring tools, and distribute them to the management team.

4. Communication: Collaborate with team leads, supervisors, and agents to address any immediate concerns, escalations, or adjustments required, with an understanding of Verint and Queue Monitoring insights.

5. Optimization Support: Assist in making real-time adjustments to call routing, agent assignments, and schedules, with a focus on utilizing Verint and Queue Monitoring data to meet service level agreements and improve efficiency.

6. Escalation Handling: Provide assistance in handling critical issues or escalations during shifts and engage appropriate teams for resolution, with data-driven insights from Verint and Queue Monitoring.

Qualifications:

1. High school diploma or equivalent; relevant coursework or experience is a plus.
2. Basic understanding of call center operations.
3. Proficiency with office software (e.g., Microsoft Excel, Word) and an eagerness to learn and utilize Verint and Queue Monitoring tools.
4. Strong analytical and problem-solving skills.
5. Good communication and teamwork skills.