Real Time Analyst

hace 2 semanas


Santo Domingo, Nacional, República Dominicana Outplex A tiempo completo

Candidate Profile/Requirements:

  • Minimum of 6 months of experience in the call center industry.
  • Proficiency in Excel for data analysis and reporting.
  • Strong analytical and problem-solving skills.
  • Ability to work in a fast-paced environment and manage multiple tasks simultaneously.
  • Excellent communication and interpersonal skills.
  • Detail-oriented with a high degree of accuracy in data analysis.
  • Self-motivated and capable of working independently as well as part of a team.
  • Knowledge of workforce management software is a plus.

Duties:

  • Monitor real-time call center metrics to ensure optimal performance and service levels.
  • Analyze data to identify trends, patterns, and areas for improvement in real-time operations.
  • Adjust staffing levels and call routing to manage call volumes effectively.
  • Collaborate with team leaders and managers to address performance issues and implement corrective actions.
  • Generate and distribute real-time performance reports to relevant stakeholders.
  • Utilize Excel to create and maintain dashboards, charts, and reports for data analysis.
  • Participate in daily and weekly meetings to discuss performance metrics and strategies for improvement.
  • Continuously seek ways to enhance real-time monitoring processes and tools.

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