Deskripsi pekerjaan
Posisi ini berada di lingkungan call center atau pusat layanan pelanggan, di mana analisis data real-time menjadi dasar pengambilan keputusan cepat. Tugas utama meliputi monitoring intraday queue, memantau pola kedatangan panggilan, chat, atau tiket, serta menghitung tingkat penolakan dan layanan. Selain itu, RTA bertanggung jawab untuk manajemen kepatuhan real-time, memantau status agen, termasuk kode tambahan (aux codes), dan memastikan bahwa semua lini bisnis (LOBs) tetap memenuhi target layanan.
Tanggung jawab: Monitoring intraday queue: continuously track live call, chat, or ticket arrival patterns, abandon rates, and service levels across all lines of business (LOBs).; Real-time adherence management: monitor agent states, such as auxiliary codes, to ensure compliance with operational standards..
Tanggung jawab
- Monitoring intraday queue: continuously track live call, chat, or ticket arrival patterns, abandon rates, and service levels across all lines of business (LOBs).
- Real-time adherence management: monitor agent states, such as auxiliary codes, to ensure compliance with operational standards.
Informasi lowongan
- Tipe pekerjaan
- Full-time
- Gaji
- Negosiasi
- Batas lamaran
- 14 November 2026