Real Time Analyst (Contract)

Select how often (in days) to receive an alert:

The Real Time Analyst (RTA) manages the 24X7 real time performances of the Customer Success’ inbound and outbound channels. This includes timely call out and decision making to mitigate any issues that may surface.

The RTA acts as SPOC for Customer Success interfacing with key stakeholders such as Networks, IT, Corp Comm, etc. in managing incidents according to the Incident Management Framework.

The RTA is responsible for communicating planned and unplanned outage messages to customers on the various platforms such as facebook, twitter and IVR.

Make an Impact by

• Meeting performance Service Level targets:
  • Hotlines: 75% /90s
  • Messaging: 80% /300s
• Daily/Weekly/Monthly Attendance, Absenteeism and Adherence tracking, reporting and calling out any anomalies.
• Identify and analyse drivers for surge in calls/chats by listening to live calls, reading chat i...