Real-Time Data Analyst
3 days ago
We are seeking a skilled and detail-oriented individual to join our team as a Real-Time Data Analyst. In this role, you will play a crucial part in ensuring the smooth operation of our Contact Centre by monitoring and optimizing performance across phone, chat, and email channels.
About the Role- You will be responsible for analyzing intraday performance metrics (ASA, AHT, occupancy, queue performance) and reallocating resources as needed to maintain service levels.
- You will also monitor queues, schedules, and agent adherence in real-time to ensure timely, efficient, and professional service for our patients and referrers.
- Monitoring and optimization of contact centre performance in real-time
- Analyzing and interpreting intraday performance metrics
- Reallocating resources to maintain service levels
- Maintaining accurate records and reporting on key performance indicators
- Experience in workforce management or real-time contact centre performance
- Strong analytical and problem-solving skills with attention to detail
- Excellent communication and interpersonal skills
- Able to work effectively in a fast-paced environment
- Ongoing development and training opportunities
- A supportive and collaborative work environment
- Competitive salary and benefits package
- Opportunities for career growth and advancement
If you are a motivated and detail-oriented individual with excellent analytical skills, we would love to hear from you.
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