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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.
