Real Time Analyst Job in Etech Global Services

Our team is growing but we are not adding members just to fulfill requests. We are searching for individuals who are ready to be a part of the next big thing and are excited about growing with our company! Leadership is anxiously waiting to cultivate and develop your skills and prepare you for the career journey of a lifetime.

Our focus is to create lasting impressions with each customer interaction. Reflect on the times you have been the customer and you left your experience feeling satisfied, appreciated and valued. Simply put these are the experiences you will use to deliver world class results to our customer base.

If you consider yourself to be a team player, goal oriented, and possess a passion for helping others; apply to become a part of the Etech Global Services Team.

About Us:

Globally, we are over 3000 strong, and we are always searching for new team members which will offer fresh and innovative ideas and diverse approaches to everyday problem solving. Etech is governed by 12-character commitments: Integrity, Valuing People, Teamwork, Accountability, Communication, Vision, Adaptability, Humility, Creativity, Teachability, Positive Influence, and Courage. Together, these 12 commitments guide our workplace culture and set the tone for how we treat each other.

Visit us:

Qualification Required:

• Bachelors with 1+ years of experience or equivalent combination of education and relevant experience
• Hands-on experience of MS Office Suite and advanced knowledge of excel including simple to complex formulae OR similar reporting tools/methodologies

We Expect You To:

• Build strong relationships with Team Leader, and team members
• Be open and responsive to consistent coaching, take an active role in performance planning and goal setting
• Act as a role model at all times, adhere to high ethical standards
• Take responsibility and initiative to develop core skills and competencies by being involved in every facet of personal development
• Be flexible in an environment by championing and embracing change
• Excellent Written English skills and Excel (Data Analysis) are a prerequisite
• Acts as a role model at all times and adheres to high ethical standard
• Takes responsibility and initiative to develop core and personal skills
• Is flexible in an environment by championing and embracing change
• Maintains a high degree of confidentiality while conducting day-to-day operations

What We Offer:

• Transportation allowance
• Canteen Subsidy
• Night Shift allowance as per process
• Schedule Attendance Bonus
• Health Insurance
• Tuition Reimbursement
• Incentive components campaign wise
• Work Life Balance Initiatives
• Rewards & Recognition
• Internal movement through IJP

What Youll Be Doing:

• Supporting the Customer Service Teams with respect to the management and operation of associate scheduling and real-time monitoring of work queues ensuring optimal service level delivery
• Monitors queue spikes, breaks, and aux usage of agents. Ensuring that the queue is well-managed by relaying real-time concerns on AUX time reporting to Supervisors/Floor managers on the floor
• Sends day-end reports to the management team
• Monitors and report real-time schedule & Shrinkage adherence and reports non-compliance if any
• Reports intra-day schedule changes to the Supervisors/Manager. i.e., same day callouts and develops a plan to meet schedule requirements
• Works with WFM to ensure hourly, real-time schedule adherence commitments are being met
• Work closely with the Account Managers and Supervisors to conduct real-time root cause analysis of impacts to SLAs (i.e. AHT, ACW, Abandonment, actual call volume to forecast ratios, chat types/drivers)
• Assigning schedules for all reps
• Proactively develop action plans or provide recommendations to the program on effective ways to achieve schedule adherence
• Identify OCRs/leaders on any violation of the code of conduct and non-adherence to the schedule