The Real-Time Analyst (GTR/RTA) is responsible for managing the intraday performance of a program or business line within a call center environment
Job Summary
The Real-Time Analyst (GTR/RTA) is responsible for managing the intraday performance of a program or business line within a call center environment.
This role utilizes monitoring systems to ensure adequate agent staffing and availability to meet customer expectations and Concentrix scheduling standards.
Key responsibilities include making intraday adjustments for agent absences and breaks, monitoring call volume for unusual activity, and escalating scheduling issues.
Matching Summary
The Real-Time Analyst (GTR/RTA) is responsible for managing the intraday performance of a program or business line within a call center environment.
Skills & Requirements
Must-have
Intraday performance management
Monitor call volume
Agent availability management
Real-time monitoring systems
Nice-to-have
Results-oriented
Quick learner
Self-initiative
Face-to-face communication
Key Requirements
Minimum 6 months experience in GTR or data analysis