Real Time Analyst

Overview:

TekWissen is a global workforce management provider that offers strategic talent solutions to our clients throughout India and world-wide. Our client is a company operating a marketplace for consumers, sellers, and content creators. It offers merchandise and content purchased for resale from vendors and those offered by thirdparty sellers.

Job Title: Real Time Analyst (HR Assistant II)
Location: Hyderabad
Job Type: Contract
Work Type: Onsite

Job Description:

The Top Key Resposibilities:

• Working knowledge in Real Time monitoring in Call Center environment (SL, Volume Offered/Incoming/Handled vs. STF/Commit, Outsourcing %, age and size of email backlogs, missed contacts, calls in queue, wait time.) and excel templates.
• Able to write root case analysis of any service failure.
• Intraday Reporting (including call outs).
• Manage AUX states / non-adherence and escalate to the corresponding Planning & Vendor teams.

Mandatory Requirements:

• 1+ years of customer service experience
• 1+ years of Microsoft Office products and applications experience
• Mandatory exp in excel

Preferred skills:

• Working knowledge in the client's Connect.
• 1+ years of customer service experience
• 1+ years of Workforce Management (Real Time Monitoring) experience in Call Center environment.
• 1+ years of Microsoft Office products and applications experience

Education or Certification:

• Bachelor's degree with good academic record.

TekWissen Group is an equal opportunity employer supporting workforce diversity.