Lead - Real Time Analyst

Lead RTA in this role get to:

Be the expert:

• Monitor queues in real-time to identify and call out any risks to meeting contractual KPIs like Service Level/ Abandonment % / Line Adherence / Handling Capacity/ SIR .
• Monitor service level performance at interval level against planned AHT, Aux & Shrinkage and correlate with non-adherence at Consultant level

Extend support:

• Make real-time call outs on performance and staffing level to floor supervisors for appropriate action on non-adhering consultants .
• Coordinate offline activities.
• Prepare EOD performance analysis reports

Strengthen relationships:

• Follow up and ensures callouts on non-adherence are corrected to make improvements in productivity performance to drive optimized service level and utilization delivery.
• Partner with Ops MOD and keeps them informed through callouts on consultant level deviations and KPIs