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Real Time Operations Specialist
hace 3 semanas
RUI is seeking a highly skilled Real-Time Operations Specialist to join our team.
Job Summary:
We are looking for a motivated and analytical professional to monitor and manage real-time operations in our call center. As a Real-Time Operations Specialist, you will be responsible for tracking key performance indicators (KPIs), analyzing data, and making informed decisions to optimize operational efficiency.
Key Responsibilities:
- Real-Time Monitoring: Utilize monitoring tools and dashboards to track call volume, service levels, and agent performance.
- Performance Analysis: Analyze call data to identify trends, patterns, and areas for improvement.
- Scheduling Adjustments: Recommend schedule adjustments based on real-time demand and agent availability.
- Issue Resolution: Collaborate with team leaders and supervisors to resolve staffing or performance challenges.
- Reporting: Generate and present real-time performance reports to management, highlighting key metrics and operational challenges.
- Communication: Serve as the primary point of contact for operational updates, changes, and announcements to the team.
Qualifications:
- Education: Bachelor's degree in Business, Management, or a related field preferred.
- Experience: 1-3 years of experience in a call center or BPO environment, preferably in a real-time analyst or similar role.
- Technical Skills: Proficient in using call center software, monitoring tools, and Microsoft Excel.
- Analytical Skills: Strong analytical and problem-solving abilities with attention to detail.
- Communication Skills: Excellent verbal and written communication skills, with the ability to convey information clearly and effectively.
- Interpersonal Skills: Ability to work collaboratively in a team environment and interact with various levels of staff.
- Adaptability: Comfortable working in a fast-paced environment and managing multiple tasks simultaneously.
Benefits:
We offer a competitive salary, all law benefits, and food vouchers.
Pay: $20,000.00 - $25,000.00 per month
