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    Real Time Analyst - Pune, India - Aptino, Inc.

    Aptino, Inc.
    Aptino, Inc. Pune, India

    5 days ago

    Default job background
    Upper Management / Consulting
    Description

    Position: Real Time Analyst (RTA)

    Location: Pune, MH (work from office)

    NIGHT SHIFT (To support US based customer)

    Job Description:

    Job Summary:


    • Monitoring calls service level and support global client's partner locations so they deliver as much productive hours as needed


    • Create plans and take actions to comply with Client ́s KPIs.


    • Check on the absenteeism, lunch, and break optimization.


    • Manage all incident management and follow up to provide support to internal teams and partners.


    • Attendance tracking of in-home associates for clients.

    Responsibilities:

    • Monitor what is happening with calls, handle time, within service time, arrival patterns
    • Experience with workforce / WFM
    • Experience with Workforce tool (i.e. IEX, Aspect, Avaya, or other)
    • Experience with Service Levels
    • Experience with Offer to Forecast
    • Experience with Handle time
    • Experience with Excel (run reports, pivot tables, gather and analyzing data); experience with macros is a plus (not needed)
    • Work under pressure and deliver with sense of urgency
    • Should have Good communications skills – talking to client manager, RTA Supervisor to provide feedback, show number of calls, executive summary, etc.
    • Very organized
    • Attention to deadlines
    • Problem solver


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