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Oasis Outsourcing
Data/Research
Description
Job description: Responsible for monitoring and analyzing real-time data to ensure optimal performance and service delivery. As a Real Time Analyst, you will manage all call center traffic to ensure compliance with customer service level agreements Their primary responsibility is to monitor and analyze real-time data related to employee activities, call volumes, and service levels.
Responsabilities: Monitor real-time call volume, handle time, and service levels, and take immediate action to adjust agent scheduling or activities to ensure targets are met Monitor intra-day scheduling forecast compared to actual volumes and make adjustments throughout the day as required Perform real-time analysis and execution of intra-day staffing adjustments in half-hour increments Provide performance analyses and trending information
Skills and qualifications - Hard and soft skills: Proficiency in data analysis and reporting tools High excel knowledge Power BI knowledge
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