RTA Analyst and Real time analyst at Gurgaon (Gurugram)

Job Description: Job Title: RTA Analyst (Real-Time Analyst) Location: Gurgaon Job Type: Full-Time Reports To: Real-Time Analyst (RTA) Job Summary: The RTA Analyst, also known as a Real-Time Analyst Analyst, assists the Real-Time Analyst (RTA) in monitoring and optimizing the real-time performance of a call center, with a specific focus on leveraging Verint and Queue Monitoring tools. Key Responsibilities: - Real-Time Monitoring: Assist the RTA in monitoring and reporting on call center performance metrics, including call volume, queue status, and agent adherence to schedules, using Verint and Queue Monitoring tools. - Adherence and Schedule Management: Support the RTA in tracking agent adherence to schedules and coordinating adjustments to minimize disruptions, with guidance from Verint and Queue Monitoring data. - Intraday Reporting: Generate real-time performance reports and alerts, incorporating data from Verint and Queue Monitoring tools, and distribute them to the management team. - Communication: Collaborate with team leads, supervisors, and agents to address any immediate concerns, escalations, or adjustments required, with an understanding of Verint and Queue Monitoring insights. - Optimization Support: Assist in making real-time adjustments to call routing, agent assignments, and schedules, with a focus on utilizing Verint and Queue Monitoring data to meet service level agreements and improve efficiency. - Escalation Handling: Provide assistance in handling critical issues or escalations during shifts and engage appropriate teams for resolution, with data-driven insights from Verint and Queue Monitoring. Qualifications: - High school diploma or equivalent; relevant coursework or experience is a plus. - Basic understanding of call center operations. - Proficiency with office software (e.g., Microsoft Excel, Word) and an eagerness to learn and utilize Verint and Queue Monitoring tools. - Solid analytical and problem-solving skills. - Good commu .