Customer Service Representative - Bangalore City, Bengaluru, Karnataka, India - Hiring Coach
Description
Job descriptionROLE:
RTA- Real Time Analyst
RTA is responsible for managing and ensuring that the service level agreements for various programs are met
Main Responsibilities:
Manage the call volume, daily attendance and program break schedules to ensure the correct number of agents at the right time.
Assist with creation if metrics and targets for servicesResponsibilities and scope of work
Monitor agent status in real-time.
Monitors inbound operations to ensure optimal staffing levels.
Evaluate adherence and take immediate action to improve performance.
Facilitates real-time discussions with necessary stakeholders.
Responsible in processing the hourly, daily, weekly, monthly schedule adherence reports
administers volume contingency action plans as deemed necessary and appropriate.
assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position.
Work closely with the operations team to analyze and help improve their delivery processes
Generate ideas for process and service improvement planning
Use trends and reports to forecast requirements
Assist with projects and other duties as requested or assigned
Requirements:
Minimum 1 year of call center experience as a RTA
Knowledge and experience in Automatic Call Distribution (ACD), forecasting and scheduling is advance
Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail
With working experience creating MS excel reports and templates
Strong organizational skills and with good analytical skills
Able to communicate professionally - oral and written
Organized with the ability to quickly and effectively adapt to change
Excellent attendance record
IEX tool will add advantage
Benefits:
2 Way transport facility (Within the hiring zone)
Job Type:
Permanent
Salary:
Up to ₹420,000.00 per year
Rotational shift, Rotational off
Performance bonus - upto 5k
Quarterly bonus 3k approx
Experience:
total work: 1 year (preferred)
Ability to Commute:
Bangalore, Karnataka (required)
Job Types:
Full-time, Permanent
Pay:
₹10, ₹32,629.02 per month
Benefits:
- Health insurance
Schedule:
- Monday to Friday
- Rotational shift
- UK shift
- US shift
Supplemental pay types:
- Overtime pay
- Shift allowance
Work Location:
In person
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