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Real Time Service Monitoring Specialist

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia Prometric Ireland Limited Full time

Prometric is a leading provider of technology-enabled testing and assessment solutions to many of the world's most recognized licensing and certification organizations, academic institutions, and government agencies.

Description:

We are looking for a skilled Real Time Analyst to join our team as part of our Remote Assessments initiative. In this role, you will be responsible for monitoring service levels and staff performance in real-time to ensure effective management of customer interactions.

Key Responsibilities:

  1. Monitor service levels for all queues across multiple geographies and channels
  2. Oversee agent performance and communicate with operations stakeholders
  3. Buid and maintain relationships with key stakeholders
  4. Drive real-time adherence to achieve service level goals
  5. Process time-off and overtime requests
  6. Communicate changes to contact patterns to operations and wfm teams
  7. Support routing and skill profile changes
  8. Send reports on site performance
  9. Collaborate with team leaders to ensure optimal staffing

Requirements:

  1. At least 1 year of experience in a contact center
  2. Intermediate excel skills and knowledge of power bi, sql, and wfm tool
  3. Strong decision making and problem solving skills
  4. Analytical with attention to detail