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Real Time Analyst (RTA)
at 24-7 Intouch
Job Status: Full Time
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 data and interprets it so that it can be read, understood, and applied by Team Leads and Operation Managers, helping them discover the big picture through data.
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.
- Advanced knowledge of MS Word, MS Excel, and Outlook
- Excellent communication skills
- Must be detail-oriented, with an ability to enter data with a high level of accuracy
- Adaptability to learn a variety of software programs
- Strong analytical and problem solving skills
- Must be able to work evenings and weekends