- Location
- India, IN
- Work mode
- On-site
- Employment
- Full-time
- Experience
- Mid-level
About the role
Purpose of Role: The Real-Time Monitoring (RTM) Analyst plays a critical role in ensuring consistent service delivery across all lines of business (LOBs) within the contact center. By continuously monitoring intraday performance, staffing levels, and schedule adherence, the RTM Analyst helps drive real-time decisions that optimize workforce productivity and maintain service level agreements (SLAs). The analyst serves as a central point of coordination for real-time floor support and works close…
Requirements
- experience in contact center real-time monitoring or workforce management
Skills
- real-time monitoring
- intraday performance tracking
- workforce management
- staffing level management
- schedule adherence
- sla management
- contact center operations
About the company
StarZen
Posted via Adzuna
How to apply
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