Real Time Analyst in Accra

Description

If you have a critical eye for detail and have stellar organisation skills, then you could be the talent we’re looking for to fill the role of Real Time Analyst in our vibrant Accra office.

We’re looking for someone who appreciates structure and can create functional order before things become chaos! You’ll need to work systematically, think analytically and act swiftly to ensure efficiency.

You will be responsible for ensuring the contact centre is operating consistently in line with operational procedures and achieving client targets so you’ll need to be quick on your feet to problem solve and find solutions.

If you’re ready to take on an opportunity to boost your career then apply today.

What you will be doing

As a Real Time Analyst on our team, you will:

• Analysing trends such as call volume, average handle time and attendance to understand and plan for potential over staffing/under staffing
• Monitoring and tracking access issues across all levels and all required systems
• Tracking and logging network issues to provide insights to operations and impacts on performance
• Monitoring schedule adherence to assist the management team in achieving target driven adherence goals
• Retrieving all messages recorded on the attendance line
• Monitoring workforce management as required

Your qualifications and experience

Concentrix is a great match if you have:

• Excellent communication skills
• Proficiency in MS Office
• Excel skills (Advantageous)
• Knowledge, experience and understanding of key contact centre performance metrics such as service levels, delivery against target intervals, call monitoring as well as schedule adherence
• Experience with workforce management products and contact centre monitoring applications (Advantageous)

Each Game-changer brings a different energy, passion, a unique set of skills and talents. This strand of our DNA sets us apart and is how we enrich customer experience and business solutions for our clients.

Experience the best version of you!

If all this feels like the perfect next step in your career journey, we want to hear from you. Apply today and discover why over 450k+ game-changers around the globe call Concentrix their “employer of choice.”

Concentrix is an equal opportunity employer

We're proudly united as one team, one company, globally. We're committed to equal employment opportunities for all candidates and a work environment free from discrimination and harassment. All our recruitment practices are based on business needs, job requirements, and professional qualifications, without regard to race, age, gender identity, sexual orientation, religion, ethnicity, family or parental status, national origin, disability, or any other classification protected by applicable national laws.