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:

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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.

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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.

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Intraday Reporting: Generate real-time performance reports and alerts, incorporating data from Verint and Queue Monitoring tools, and distribute them to the management team.

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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.

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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.

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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

📌 RTA Analyst and Real time analyst at Gurgaon (Gurugram)
🏢 Brillminds Global
📍 Gurugram