Real Time Analyst
Gear Inc
- Surabaya, IndonesiaJalan Mayjen Hr Muhammad, Putat Gede Kel., Suko Manunggal, Surabaya, Jawa Timur, IndonesiaSurabayaJawa TimurIndonesiaIndonesia
- Full timeFULL_TIME
Expired 10 months ago
2023-07-19T16:00:00+00:00Job closed.
Job Description
- Monitors real-time work volume and schedule conformance to efficiently utilize staffing resources and to meet any necessary contractual obligations.
- Coordinates and manages same day and/or short-term off-line event scheduling for moderation agents while maintaining acceptable performance of the center.
- Analyses trends such as call volume, AHT, latency, utilization, shrinkages, and attendance to understand and plan for potential overstaffing/understaffing conditions; adjust plans prior to and/or same day to enable teams to attain appropriate performance results.
- Participates in Help Desk calls to relay how issues are impacting the centre performance.
- Assists in the development of all reports and/or processes that increase the ability of the center to plan and predict performance effectively, efficiently and accurately.
- Effectively communicate center performance and information by providing reports and updates regarding the recent, current, and future business productivity.
- Schedule daily, weekly, monthly meetings to communicate information to Work Force Leaders and management to set expectations and confirm business needs to allow the business to make better decisions.
- Provides the business with timely status updates on projects and initiatives.
- Complete necessary reports, ad hoc reports as required.
Minimum Qualifications
- Excellent communications skills, speaking, reading and writing in English and Bahasa.
- Minimum 1 year experience as RTA or in any Workforce Management related field.
- 1 year of experience working in a call center or BPO environment highly desired.
- Good Organizational, time-management skills and good work ethic.
- Advance skills with MS Office and Google suite.
- In-depth knowledge of managed services industry performance metrics.
- Creative thinker, good problem-solving and analytical skills.
- Willing to work on public holidays and shifting schedules including night shifts.
Perks and Benefits
Paid Sick Leave
Free Lunch or Snacks
Medical / Health Insurance
Required Skills
- Organizing and Planning
- Customer Service
- Technical Skills
- Critical Thinking
- Communication Skills
Jobs Summary
- Job Level
- Associate / Supervisor
- Job Category
- Management and Consultancy
- Educational Requirement
- Bachelor's degree graduate
- Recruiter response to application
- Often
- Office Address
- Voza Premium Office, Jalan Mayjen Hr Muhammad, Surabaya 60189, Indonesia
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About Gear Inc
Gear Inc is a US software engineering company started by industry veterans with 8+ years of silicon Valley experience we strive to provide high-impact and reliable programming service corporations all around the world. We are capable of quickly learning and implementing almost any type of programming system. This silicon Valley owned company has its main
based in Hanoi, Vietnam, and offices in Danang, Vietnam, The US, The Philippines, India, Thailand, and Indonesia.