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27 TripStack Jobs
Real Time Analyst
TripStack
posted 4mon ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
- Monitoring queue level performance and reporting any significant variations from volume forecast, AHT assumptions, and shrinkage factors to Operations and WFM leadership.
- Drive real time management performance for In-house contact centers and Vendors.
- Drive skilling and priority changes for In-house contact centers and Vendors.
- Would constantly monitor, track, communicate and document real time floor activities in terms of adherence to defined processes.
- Responsible for approving and plotting real- time schedule exceptions, and in creating accurate, timely, and relevant intraday reports.
- Simulating different scenarios, developing contingency plans for unexpected events and invoking those plans when required.
- Ability to conduct root cause analysis and provide operational actions.
- Publish intraday reports and attendance at regular intervals.
- Recommend overtime requirements.
- Provide ad-hoc data and analysis requests and regular reporting.
- Work extensively on worksheets.
- Excellent written and verbal communication.
- Strong interpersonal skills to facilitate cross geographic interaction.
- Proficient in using MS Office applications (MS-word, Excel) & Google Sheets.
Employment Type: Full Time, Permanent
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