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RTA - Real-Time Analyst (Mount Sterling,OH)

Posted on Jun 14, 2019 by HKT Teleservices

Mount Sterling, OH 43143
Design & Creative
Immediate Start
Annual Salary
Position: RTA - Real-Time Analyst
Grove City, OH

Job Id: 222
# of Openings: 1

Essential Functions and Specific Responsibilities

  • Monitor advocates' schedule adherence using real-time adherence software and call out non-adherent events to the Operations Team
  • Prepare, administer and communicate Key Performance Indicators
  • Monitor real-time adherence, call statistics and communicate with Operations to ensure on/off phone activity is managed efficiently throughout the day
  • Key daily exceptions requests, update schedules and respond to escalated issues and ad-hoc requests.
  • Ensure that all reports originating from the department are accurate and reliable.
  • Monitor call off hotline, tardiness, and other non-production related activities
  • Provide post analysis on prior days to determine key drivers and impacts as well as actions to mitigate future risk
  • Highlight opportunities/deficiencies through the review of call center metrics daily to ensure adherence to service standards; make adjustments and /or recommendations as required/directed by management
  • Maintain program goals on a daily, monthly basis
  • Facilitates real-time discussions with necessary stakeholders.
  • Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position.
Required Qualifications

  • Ability to work both independently and as a team to provide solutions to complex problems
  • Excellent interpersonal skills and integrity with strong customer service skills
  • Willing and able to work a flexible shift to meet the operational needs
  • Excellent oral and written communication skills
  • Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail
  • Strong intellectual curiosity
  • Strategic planning, problem-solving analytical skills and the ability to balance multiple tasks simultaneously
  • Close visual and mental alertness
  • High School diploma or equivalent work experience. Some college and/or technical school preferred
Preferred Qualifications

  • Fully skilled in the use of Microsoft Office applications, specifically, Excel, Word and Power Point
  • Knowledge of call volume analysis a plus
Work Conditions

  • Evening and weekend hours depending upon business needs
  • General office environment
  • Dexterity of hands and fingers to operate a computer keyboard, mouse, and to handle other computer components

Reference: 720922858