Senior Analyst-RTA

About the role

The purpose of Real Time Analyst job is to ensure the smooth and efficient operation of business processes by monitoring and analyzing real-time data, and making timely decisions based on that data.

What you'll do

• Manages daily operation by assessing operational drivers (Staffing, Volume, AHT) and outcomes (SLA, ASA and ABAN%) and adjusts intraday schedule to meet service goals
• Manages engagement with client
• Monitors intraday, makes decisions, provides sound judgement and consults with operation team for recommendations to improve real time performance includes calling for…
• Leads and executes week-ahead planning process and collaborate with operations to provide background and insight to tell the week in review and communicate action plans
• Facilitates on and off boarding of crew members

What you need

• 2–5 yrs of experience
• Diploma