Real-Time Analyst (RTA) - Customer Service
We are seeking a highly motivated and detail-oriented Real-Time Analyst (RTA) - Customer Service to join our dynamic customer service team. The ideal candidate will be responsible for managing real-time operational processes, ensuring optimal service levels, and supporting the customer service department's daily performance. As an RTA, you will monitor live customer interactions, track agent performance, and assist with resource allocation to maintain an excellent customer experience.
Key Responsibilities:- Real-Time Monitoring: Continuously monitor agent performance, call volume, service levels, and customer interactions to ensure adherence to SLAs (Service Level Agreements) and operational targets.
- Intraday Performance Management: Track and report on daily performance metrics, ensuring that the team is adequately staffed to meet service level goals.
- Adjust Staffing Levels: Adjust and shift staffing levels in real-time based on fluctuations in demand and ensure optimal use of resources.
- Forecasting Support: Provide real-time feedback and data to assist with future scheduling and forecasting efforts to meet service goals.
- Queue Management: Monitor and manage queue activity, ensuring efficient customer flow and minimizing wait times.
- Issue Resolution: Identify any issues or roadblocks in real time, such as system outages, staffing shortages, or delays, and escalate or resolve accordingly.
- Collaboration: Work closely with customer service supervisors and managers to ensure smooth operations and provide insights on agent performance, call handling, and queue dynamics.
- Performance Reports: Generate and distribute real-time performance reports, including service levels, wait times, abandonment rates, and other key performance indicators (KPIs).
- Continuous Improvement: Proactively suggest and implement process improvements to enhance customer service operations and team efficiency.
- Education: High School Diploma or equivalent (Bachelor's degree preferred).
- Experience: 1-2 years of prior experience in a real-time analyst role.
- Skills:
- Strong analytical and problem-solving skills.
- Excellent written and verbal communication.
- Ability to multitask and handle high-pressure situations.
- Proficiency in using call center software, reporting tools, and Microsoft Excel.
- Familiarity with customer service metrics and key performance indicators.
- Attributes:
- Attention to detail and accuracy.
- Strong organizational skills and the ability to prioritize tasks effectively.
- Ability to adapt quickly to changing environments and work well within a team.
We are seeking a highly motivated and detail-oriented Real-Time Analyst (RTA) - Customer Service to join our dynamic customer service team. The ideal candidate will be responsible for managing real-time operational processes, ensuring optimal service levels, and supporting the customer service department's daily performance. As an RTA, you will monitor live customer interactions, track agent performance, and assist with resource allocation to maintain an excellent customer experience.
Key Responsibilities:- Real-Time Monitoring: Continuously monitor agent performance, call volume, service levels, and customer interactions to ensure adherence to SLAs (Service Level Agreements) and operational targets.
- Intraday Performance Management: Track and report on daily performance metrics, ensuring that the team is adequately staffed to meet service level goals.
- Adjust Staffing Levels: Adjust and shift staffing levels in real-time based on fluctuations in demand and ensure optimal use of resources.
- Forecasting Support: Provide real-time feedback and data to assist with future scheduling and forecasting efforts to meet service goals.
- Queue Management: Monitor and manage queue activity, ensuring efficient customer flow and minimizing wait times.
- Issue Resolution: Identify any issues or roadblocks in real time, such as system outages, staffing shortages, or delays, and escalate or resolve accordingly.
- Collaboration: Work closely with customer service supervisors and managers to ensure smooth operations and provide insights on agent performance, call handling, and queue dynamics.
- Performance Reports: Generate and distribute real-time performance reports, including service levels, wait times, abandonment rates, and other key performance indicators (KPIs).
- Continuous Improvement: Proactively suggest and implement process improvements to enhance customer service operations and team efficiency.
- Education: High School Diploma or equivalent (Bachelor's degree preferred).
- Experience: 1-2 years of prior experience in a real-time analyst role.
- Skills:
- Strong analytical and problem-solving skills.
- Excellent written and verbal communication.
- Ability to multitask and handle high-pressure situations.
- Proficiency in using call center software, reporting tools, and Microsoft Excel.
- Familiarity with customer service metrics and key performance indicators.
- Attributes:
- Attention to detail and accuracy.
- Strong organizational skills and the ability to prioritize tasks effectively.
- Ability to adapt quickly to changing environments and work well within a team.