Real Time Analyst

Roles and Responsibilities

• Monitor real-time performance metrics such as AHT, Shrinkage, Attrition, CSat, Dsat, FCR, and QA scores.
  
• Identify areas of improvement and implement corrective actions to optimize key performance indicators (KPIs).
  
• Collaborate with team members to resolve customer issues promptly and efficiently.
  
• Provide insights into trends and patterns in customer interactions through data analysis.
  
• Develop and maintain reports on real-time analytics dashboards using tools like RTA or WFM.