Bello Vista Technologies is urgently hiring Real Time Analysts for Dialer Operations on behalf of our US based Third Party Collections Client. This is an exciting chance for the right individual with experience in handling Dialer, RTA and WFM activities for collections process. Our client has over 300 employees across 3 countries and is into debt collections for telecom, health care, and other verticals.
Please do not apply unless you possess relevant experience of at least 12 months in Dialer Management, WFM and RTA activities for US or UK based projects.
Position Summary
Responsible for providing real-time support to the Operations team and operation leaders in tracking, notifying, and reporting all aspects of agent productivity, schedule adherence and call adherence. Position will work closely with Operations, Analyst and Supervisor with managing coverage and adjusting auxiliary schedules based on daily fluctuations in staffing levels.
Responsibilities
Duties include but are not limited to the following:
• Monitoring real time dialer performance as well as reporting on outbound and inbound queues
• Monitoring abandonment rate, ready time, wrap up time, dialing records availability, AHT, etc.
• Uploading and churning call records / data
• Testing inbound numbers and LCIDs
• Monitor staffing schedule adherence real-time to ensure performance is within established KPI and SLA requirements.
• Prepare daily, weekly, monthly and ad hoc reports
• Proficient in using MS Excel – pivot tables, vlook up, etc
• Monitoring live agent productivity and notifying leadership when out of adherence.
• Track, prepare and distribute adherence related reporting to enable leaders the ability to coach and to take corrective action to improve agent efficiency.
• Facilitates real-time discussions with necessary stakeholders.
• Maintain contact center metrics by adjusting staff as needed.
• Update staff schedules with daily exce
📌 REAL TIME ANALYST (Kolkata)
🏢 BELLO VISTA TECHNOLOGIES
📍 Kolkata
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