Real Time Analyst (RTA)

About 24-7 Intouch

24-7 Intouch is a global contact center & technology company that delivers innovative and value-driven customer service solutions across all industries via an omnichannel approach that includes voice, social media management, live chat, email, fraud, UAT, self-service, and back office administration. Using the most advanced technology in the industry, 24-7 Intouch’s customizable customer care platform allows their clients to utilize business insights to deliver lifetime consumer loyalty and increase incremental revenue. With over 18 years of experience, the 24-7 Intouch team takes pride in building a top to bottom brand alignment for partners to create exceptional customer experiences.

For more on our company culture, follow the link to Our Story - https://vimeo.com/177119191

About the Job

The primary job function of a Real Time Analyst (RTA) is to monitor and manage call volume and agent activity. The RTA also collects and interprets data so that it can be read, understood, and applied by Team Leaders and Operation Managers, helping them discover the big picture through data. 

About the Job
 
The RTA also monitors the schedules of our CSRs and solicits extra hours or voluntary time off from staff to ensure scheduling needs are met. The ideal candidate must be able to demonstrate the implications of data and communicate it clearly to all levels of the organization.

As a Real-time Analyst, you have...

  • Intermediate to Advanced knowledge of MS Excel.
  • Excellent communication skills
  • Ability to enter data with a high level of accuracy, with attention to detail
  • Adaptability to learn a variety of software programs
  • Strong analytical and problem solving skills
  • Ability to work evenings and weekends
 

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