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Remote Assessments Team Lead

1 week 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 seeking a highly skilled Real Time Analyst to join our Remote Assessments Team. In this critical role, you will be responsible for ensuring the effective management of customer interactions by monitoring service levels and staff performance in real-time.

Main 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

Essential 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