Real Time Analyst

Role: Sr. Representative Real-Time Management

Placement: Concentrix Solo, Indonesia (On-site)

Key Responsibilities:

• RTA will act as a liaison between the Centralized and Site WFM teams.
• Preparation of daily / Weekly / Monthly MIS reports & presentations/decks
• Preparing schedules using Erlang for different queues across multiple locations
• Resolve escalated issues and requests from the site management
• Root cause analysis of SLA deviations, action plan development, and resolution
• Monitor real-time queue, schedule adherence & and attendance.
• Key daily exception requests and update schedules
• Cross-train with Scheduling Analyst
• Optimize breaks the day of or the day before the actual schedule
• Schedule ADHOC intra-day training requests and update schedules
• Produce and 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

Skills

• Required good communication skills.
• Minimum Bachelor's Degree in any field
• At least 1 year of experience as an RTA/RTFM
• Required good knowledge of MS Excel & and PowerPoint.
• Proficiency with computers
• Willing to work 24*7 (shifting hours)
• Candidates with Scheduling skills will be preferred.
• Ability to handle pressure situations
• Drive for self-learning and knowledge enhancement