United States Experience
Associate Real Time Analyst
Managing call volume between Client and Vendor's agents.
Provides detailed reports of Client’s and Vendor’s statistics.
Monitoring Real-Time adherence and activities of Client’s and
Vendor’s agents.
Assigns skills to Operations team.
Adjusting schedules in real-time.
Call traffic improvement by Skill-based call routing.
Senior Representative Real Time Analyst
Successfully launched a Healthcare program and pioneer’s
Workforce Management team.
Established essential reports and Workforce Management related
SOP’s.
Improved established reports for a more comprehensive data view
and by automation.
Creates Ad Hoc reports.
Real Time Analyst
Successfully launched a Telco program and pioneer’s Workforce
Management team.
Improved template reports for a more comprehensive data view
and by automation.
Creates Ad Hoc reports.
Effectively and timely completed multiple tasks and deliverables
even working alone with little to no supervision.
Live Chat Support
Handles 2 to 3 simultaneous live chats while maintaining high
quality customer service.
Email Support
Responds up to 70 customer emails per day.
