7 years working in a BPO. I've been a customer service representative for 4 years and a top performer. I was given a role as LIT ( leadership in Training) coach wherein i mentor agents to answer their calls and improve their metrics. This role helps me understand the importance of empathy. active listening and problem solving. After long years of working as a csr I've been able to land the RTA position. Fast learner, in just 2 weeks of training I was able to adapt quickly on the RTA position ( work from home). Able to stand alone, cover my co RTAs assigned tasks if they are not present.
The most crucial trait for a real-time analyst, in my opinion, is attention to detail. For this reason, I have to be able to quickly assess a lot of data and identify any flaws right away. Ability to communicate with all levels, as RTA we're the first point of contact with the workforce team. Able to communicate effectively with client and operations to facilitate Realtime discussions, or issue. With my recent company I was promoted as TSL ( team lead support). My tasks include monitoring agents if they're adhering on their schedule. Approval of Ove-----------. Monitoring of calls and chat queues. Daily meeting with clients ( giving update on chat/call drivers, outage, skilling of agents etc.). Sending of hourly reports ( attendance, staffing and deficits). Sending COMs ( sending ticket for removal access of termed agents).
In any event, if you require me to master a certain program for this position, I am confident you will not spend too much time training me. I can assure you that I will easily adapt to any training or program that the job requires of me. Once I've worked out the ropes, I'm the type of person who requires minimal supervision. I believe I can be a valuable asset and contribute to the company's quality and positive growth.
Tools that i used: Verint , IEX, Amazon connect, crm, live person, ms office ( excel , word, powerpoint) , outlook, canva.
