Role- Real Time Analyst
Location- Reading, Berkshire
Key skills and responsibilities :
Good understanding of RTA
Good verbal & written communication & presentation skills.
Excellent Interpersonal skills with out of the box problem solving approach
Ability to handle demanding working environment
Good analytical skills for MIS, number crunching & reporting to internal & external customers.
Must have worked on at-least one WFM tool like IEx, Aspect , Blue-Pumpkin in live environment
Handling RTA - Continuously Monitor and Report on impacts to the business such as staffing, occupancy, service level on real time basis
Act as a key point of contact for communication with Team Leaders and Agents throughout each day
Ensure intra-day performance (SLA) is met
Manage & monitor available ‘day’ resources to ensure adequately deployed & multi-skilling effectively optimized
AnalystReal Time MonitoringReal-time Communications