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Real Time Performance Analyst

2 weeks ago

Melbourne, Victoria, Australia beBeePerformance Full time $60,000 - $80,000

Job Title: Real Time Performance Analyst

The role is responsible for driving CRM contact performance and real time process maturity through implementation and maintenance of best practice WFM.

This involves close monitoring and optimizing real-time performance, proactively addressing issues, and ensuring service level agreements are met by managing staffing, workloads, and agent activities.

Key Responsibilities:
  • Act as a liaison between the Centralized and Site WFM teams
  • Prepare daily/weekly/monthly MIS reports & presentations/decks
  • Prepare schedules using Erlang for different queues across multiple locations
  • Resolve escalated issues and requests from site management
  • Root cause analysis of SLA deviations, action plan development, and resolution
  • Monitor real-time queue, schedule adherence & attendance
  • Handle key daily exception requests and update schedules
  • Optimize breaks the day of or day before the actual schedule
  • Schedule ad-hoc intra-day training requests and update schedules
  • Analyze daily efficiency reports (representative availability, access level etc.)
  • Attend centralized and/or site management meetings, as required
  • Cater to real-time ad-hoc requests as and when required
Required Skills and Qualifications:
  • Good communication skills
  • Good knowledge of MS Excel & Powerpoint
  • Proficiency with computers
  • Will to work 24*7
  • Candidate with scheduling skill will be an added advantage
  • Ability to handle pressure situations
  • Drive for self-learning and knowledge enhancement
Benefits:

We offer a competitive salary package and opportunities for career growth and development.

Others:

Our team is committed to providing excellent service to our customers, and we look forward to welcoming you on board.