r3 Consultant
Location
Jaipur | India
Job description
About The Role
You will Be responsible for managing all intraday processes in support of operations to achieve the business objective of service level, maximizing efficiency and occupancy. Attend daily staffing review meetings detailing previous and current weeks performance Provide weekly and daily recommendations to Operations or Support Areas Manage intraday service level acceptable goals, monitor real-time adherence to schedules and flow of calls, chats and/or emails Approve real-time requests for offline events or recommend overtime based on daily performance. Adjust work hours as necessary to meet deadlines (e.g., overtime, evening, weekend) Provide Key Performance Indicator (KPI) reporting to stakeholders, develop action plans for implementation Drive real-time adherence to expected capacity against actual performance to achieve service levels and efficiency metric goals Provide an impact analysis for outages, staffing shortages or other unplanned events Perform updates to productivity reports from the assigned account, update schedules to reflect accurate intraday projections, code exceptions and made roster updates in WFM Tools. About You You have worked in contact center environment You have strong understanding of Real Time Management You have affinity with numbers. You are comfortable using spreadsheets to analyze large datasets and developing actionable insights You have excellent communication skills (verbal and written) and a passion for building relationships with online communities. You can confidently and clearly present/report information to leadership You have 2-4 years experience working as Real time analyst You are familiar with all offline and digital marketing channels, especially in acquisition techniques You have experience establishing and overseeing partnerships. You are flexible and have the ability to move in a fast-moving dynamic environmenJob tags
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