Real Time Analyst

Premier NX is a Business Process Outsourcing company. Premier NX combines technology, people and customer needs to produce a synergistic blend of customized solutions: Call Centres, Back Office Processes, Customer Care, IT Services, and Technical Support. Our outsourcing solutions are jointly conceived and seamlessly integrated with the customer's practices. The new end-to-end process delivers cost savings, enhanced customer satisfaction, metrics, reports, and analytics. We also provide marketing and sales support capabilities to our customers so they can capture a larger pie of their target market.

Responsibilities:

● Monitor real-time contact center activities and make necessary adjustments to optimize performance and achieve service level goals.

● Analyze incoming call patterns and adjust staffing levels to ensure adequate coverage and minimize customer wait times.

● Maintain awareness of agent adherence to schedules and make real-time adjustments to ensure optimal staffing levels.

● Collaborate with team members and supervisors to identify and resolve any issues affecting contact center performance.

● Generate and analyze real-time and historical reports to identify trends, patterns, and areas for improvement.

● Provide timely and accurate information to management regarding contact center performance and trends.

● Escalate critical issues or service level breaches to the appropriate stakeholders for prompt resolution.

● Assist with the implementation and maintenance of workforce management tools and systems.

● Participate in training and development programs to enhance knowledge and skills related to workforce management.

Requirements:

● Bachelor’s degree in business administration, Statistics, Management Information Systems (MIS), or equivalent.

● Proven experience in a contact center or customer service environment.

● Strong analytical and problem-solving skills.

● Excellent verbal and written communication skills.

● Proficiency in using workforce management tools and software.

● Ability to work in a fast-paced and dynamic environment.

● Detail-oriented with the ability to multitask and prioritize effectively.

● Strong organizational and time management skills.

● Ability to work collaboratively in a team-oriented setting.

● Flexibility to work in shifts, including evenings, weekends, and holidays as required.