Real Time Analyst

Job Ref: JC9964514
Sector: Customer Services & Call Centre
Date Added: 09 April 2018
  • Limerick, Republic of Ireland
  • €28,000 - €35,000 per Annum
  • Joyce Coffey

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My Limerick based client are looking to hire an experienced RTA to join their team.

Duties:

  • Work with the operations team leaders to ensure resources are being managed to plan and effectively across all lines of business.
  • Monitor in-house systems for changes in pattern that may indicate any customer impacting issues such as technical outages/faults. Liaise with RMC for investigation/confirmation.
  • Maintain Customer IVR notifications, add new messages and update existing messages and remove resolved messages.
  • Maintain incident log that measures and tracks services effecting incidents.
  • Report hourly on the contact centre performance with the appropriate commentary.
  • Highlight resource risks to the Operational Managers.
  • Feedback failures in the plan to WFM team with proactive suggestions to drive possible improvements and efficiency gains.
  • Maintain and update agent skill sets as and when required.

Requirements:

Experience in the Telco industry is preferable

  • experience and knowledge in a contact centre operations and the role of

the RTA

  • Strong IT skills, competent Excel, Word and PowerPoint user.
  • Flexibility to working hours, availability to work weekends and/or evenings.

Essential competencies

  • Professional demeanour with excellent verbal & written communication skills.
  • Can demonstrate problem solving and analytical skills.
  • Works autonomously, acts on own initiative.
  • Ability to work in a collaborative way.
  • Attention to detail.
  • Decision-making skills.
  • Positive and constructive.
  • Good organisational, negotiation and problem resolution skills.

IRC is acting as an Employment Agency in relation to this vacancy.