Helpware

Real Time Analyst

Helpware

full-time

Posted on:

Location Type: Remote

Location: Ukraine

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About the role

  • Updates and processes data for real-time performance analysis
  • Obtains quantifiable performance figures (i.e. call volume, AHT, running service level)
  • Manages and monitors the queue for the Operations account
  • Keenly observes the queue and proactively responds with action plans for the account’s activities
  • Acts as the central point of communication regarding account performance
  • Cascades vital information to key decision-makers
  • Escalates relevant information on account performance to Management
  • Keeps abreast of new policies and procedures addressing day-to-day issues
  • Provides information on key issues and challenges in attaining service levels

Requirements

  • Ensures passing service levels for each Operations account
  • Engages in real-time management of the queue
  • Updates and processes data for real-time performance analysis
  • Obtains quantifiable performance figures (i.e. call volume, AHT, running service level)
  • Manages and monitors the queue for the Operations account against the attainment of passing service levels
  • Proactively responds with action plans for the account’s activities by continually communicating with Team Captains and Operations Management
  • Acts as the central point of communication regarding account performance
  • Cascades vital information to key decision-makers
  • Escalates relevant information on account performance to Management
  • Keeps abreast of new policies and procedures addressing day-to-day issues of specific accounts
  • Provides information on key issues and challenges in attaining service levels
Benefits
  • Full remote work (with the option to visit our offices in Poland, Georgia and Ukraine)
  • Competitive compensation
  • Medical insurance after the trial period
  • Corporate training
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
data processingreal-time performance analysisquantifiable performance figurescall volumeAHTservice level managementaction planning
Soft Skills
communicationproactive responseobservationinformation disseminationescalation