Real Time Analyst

Full Time
EXPIRES 04 Apr, 2019

Job Location

Plaisance, East Coast Demerara

Description

Manage all intraday management processes in support of business operations to achieve stated objectives and service level targets.

Requirements

Diploma or equivalent experience

Proficiency with Microsoft Excel.

Minimum of two year’s workforce management and call center operations experience

Strong ability to multi-task and make quick real time decisions

Responsibilities

Manage and monitor intraday queue performance and schedule adherence

Monitor real-time ACD agent work states.

Monitor eWFM Real Time Adherence

Module, identifying outliers, and working with Line of Business contacts to resolve non-productive status.

Manage proactively and efficiently the Agent Attendance Line and record absenteeism

Proactively modify agent skill assignments to improve staff utilization, generate revenue, and achieve service level performance targets.

Plan the one week ahead Staffing Tolerances strategy through the ASPECT System.

Must be able to work overtime as required.

Other duties as assigned

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A JOB BY

Qualfon Guyana Inc.

Qualfon Guyana Inc.



Overview

Qualfon is a global provider of contact center, back-office, and business process outsourcing (BPO) services. We offer a full suite of customer lifecycle services including sales, customer care, technical support, and retention programs, and we are experienced at operating large client programs across multiple geographies. Qualfon also supports a variety of communication channels including voice, chat, email, IVR, social media and blogs. Qualfon is the largest private employer in Guyana and we offer numerous benefits to our employees, such as: Industry Leading Training Facilities, Large Indoor Cafeteria, Career Opportunities, Education (Qualfon University merged with The University of Guyana), Qualfon Foundation & Community Outreach programs, Milk Subsidy Program for all mothers, Fun Clubs (Dance classes, Spanish classes, cooking classes, Mandarin Classes, etc), Employee Benefits Program with leading vendors in Guyana, Performance Incentive Programs (earn more money), Weekly & Monthly giveaways, and the list goes on... Join us today and indulge in the benefits of working with a Global Company.
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