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Real Time Analyst

Job Location: Jakarta

Regional Description: Indonesia

Job Number: 00688267

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- Job description

Join Accenture and help transform leading organizations and communities around the world. The sheer scale of our capabilities and client engagements and the way we collaborate, operate and deliver value provides an unparalleled opportunity to grow and advance. Choose Accenture, and make delivering innovative work part of your extraordinary career.

Role and Responsibilities

  • Monitor agent status in real-time.
  • Monitor and analyze key performance indicators and trends to reforecast, reschedule, and adjust staffing levels.
  • Track and compare forecasted and actual center statistics.
  • Evaluate adherence and take action to improve performance.
  • Forecasting – through simulations based on historical data, he/she create a reliable schedule.
  • Schedule Creation
  • Intra-day Management – when adjustments are necessary, provides real-time updates so schedule goals are met regardless of changes.
  • Real-time Adherence of agents.
  • Real-Time Decisions – able to work under pressure and take quick decisions to make sure operations meet all targeted OKRs

Qualifications and Education Requirements

  • Bachelor diploma from any major
  • Graduate with 1 year of working experience in a contact center or other similar reporting function.
  • Quick learner with proven ability to grow and lead a team
  • Excellent oral and written communication skills.
  • Passion for learning and creative problem-solving.
  • Strong computer applications skills especially MS Excel
  • Analytical frame of mind
  • Tech savvy with knowledge of telephone equipment and relevant computer programs
  • Excellence problem solving skill
  • Excellent communication skill – assertive and persuasive
  • Analytical, efficient, and thorough.
  • Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.

Preferred Skills

  • Experience as call center agent
  • Proficient in English
 
You will also have opportunities to hone your functional skills and expertise in an area of specialization. We offer a variety of formal and informal training programs at every level to help you acquire and build specialized skills faster. Learning takes place both on the job and through formal training conducted online, in the classroom, or in collaboration with teammates. The sheer variety of work we do, and the experience it offers, provide an unbeatable platform from which to build a career.
 
Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.

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