Real-time Analyst
- Check and perform Real-time Analytics/intervention in relation to Call Volume vs Break and Lunch Schedules
- Call-out agents and or team through internal chat, e-mail, Viber, and text messaging:
o AHT (ACW, HOLD TIME, TALK TIME)
o Adherence
o Real-time Analysis of Site Performance (sending an End-of-Day analysis regarding performance
- Training Real time analyst and educating them on how to become an effective Real-time Analyst
- Send an I
o Unnecessary Long ACW
o Aux Jumping
o Call Avoidance
o Post Abandonment
Reports Analyst
- YTD File
- Deputy Manager Level, Supervisor Level, SME Level, Agent Level Scorecard
- DSAT Scrubbing (Number of Coached Agent / Number of DSAT)
- Adherence Performance
- AHT Performance
- Escalation Team Performance
- Over Break/Over Lunch Outlier
- Real-time Break and Lunch Schedule
All site reporting requires:
o MTD, WTD, Daily View of Site’ Score.
o MTD Focus Agents and their Goal to hit the MTD Scorecard
o Run and provide Team Daily Target to hit and exceed MTD Scorecard
Planning and Scheduling Analyst
- Create Schedule Team/Agents based on Quarterly KPIs (Attendance, AHT, Adherence)
-
Perform a Weekly Business Review Site/Team
o Create PowerPoint Slides for Site’s performance to EOM
? AHT, Quality, Call Volume, Transfer Rate, Agent EWS (Early Warning Signs) ATTENDANCE
? Perform Problem Analytics (Root Cause of performance issues, Agent/Team Status, Short Term Action Plan and Long Term Action Plan
- Create Call Volume Performance Proposal for additional Call Volume and Seats for the Site (Call Capacity of Agents, SMEs, Team Leads)
I have 10+ years of experience in using the Customer Relations Management tool. Very good at creating a schedule plan for the whole week.
I have 10+ years of experience dealing with southern customers. I have both took in calls and attend multiple meetings with clients and provide presentations.
I have 4 years of experience doing customer support both chat and phone.
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If you’re also experiencing a high turnover, try looking inwards. Ask your team if there’s something that needs to change.
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