Realtime Analyst

A Realtime Analyst (further RTA) is responsible for the distribution of workload (tasks) for various Customer Support departments within our contact center division, ensuring optimized utilization of resources.

As an RTA you will need to be vigilant and keep track of changes in volume/AHT trends and other CS-related metrics to be able to follow up with effective solutions in case our KPI performance is in danger. In addition to that, you will write timely reports reflecting the current situation and serve as a point of contact for basic technical support.

One of the RTAs’ duties is also effective management during emergency situations that affect regular operations and business including internal and external emergencies. This involves reporting these issues to external providers and responsible stakeholders and/or management and coordinating with relevant members on a successful resolution.

Additionally, you would be monitoring the attendance of agents and reacting to changes in planned staffing compared to real-time staffing and the delivery of our vendors.

The RTA team is working 24/7 on a 12-hour shift regime.

    We would love to see you apply if:

  • You are familiar with ACD software.
  • You are able to think quickly in an urgent situation, resolve issues, and work under pressure.
  • You are a customer-oriented professional, who is flexible, patient, responsible, and with an eye for detail.
  • Data analysis is your thing.
  • You have strong communication skills.

Marcos VegaRecruiterMarcos Vega

Linkedin profile

LocationBrno, Czech Republic

TeamCustomer Service

Employment typeFull-time

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