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RTA Associate

Remote:

Full Remote

Contract:

Full time

Experience:

Mid-level (2-5 years)

Work from:

Latvia

Offer summary

Qualifications:

Fluent in English (C1 level), Experience in RTA roles, call center/BPO, Proficiency in MS Excel and Office, Familiarity with Avaya CMS, Basic understanding of scheduling principles.

Key responsabilities:

Monitor performance metrics in real-time
Support adherence to agent schedules
Analyze intraday data for improvement
Facilitate communication between departments
Assist in training and maintain records

TopTalent Recruitment Agency Information Technology & Services Startup https://www.linkedin.com/

2 - 10 Employees

See more TopTalent Recruitment Agency offers

Job description

Your missions

Position: Real Time Analyst (RTA Associate)

Work model: On-site

Location: Riga, Latvia

Employment type: full-time.

DUTIES AND RESPONSIBILITIES:

Monitor performance metrics in real-time to ensure operational efficiency
Support adherence to agent schedules and assist in staffing adjustments as needed
Analyse intraday data to identify trends and areas for improvement
Facilitate communication between departments regarding operational issues
Contribute to process optimization initiatives to enhance productivity
Assist in implementing contingency plans during emergencies to maintain service levels
Assist in maintaining quality standards and compliance requirements
Support agent training initiatives and provide guidance as needed
Maintain accurate records of real-time activities and prepare reports.

REQUIREMENTS:

Fluent in English, both verbal and written (minimum C1 level)
Previous experience in RTA roles from call centre / BPO environment
Good understanding of operational processes, logical thinking, reporting, and analysis
Proficiency in MS Excel and other MS Office applications
Familiarity with Avaya CMS
Strategic thinking and ability to identify business opportunities
Ability to handle pressure and proactively pursue goals
Basic understanding of scheduling principles
Working schedule: shift rotation, Monday to Sunday, in timeframe 08 AM - 11:30 PM. 40 hours work a week.

OFFER:

Paid startup training and professional development sessions
Relocation support
Hybrid work (performance dependant) - might be considered after initial 3 months of employment
A dynamic and diverse job in a pleasant and modern environment
Opportunities for personal and professional development
Team-building activities
Premium Medical Insurance: Enjoy comprehensive coverage for you and your family (spouse and dependents) including routine health checks, dental, vision, prescription drugs, mental health support, and much more
Work from Home on Late Shifts: Option to work from home whenever you work late shift hours ending beyond 9 pm, providing you with the flexibility to manage your schedule effectively.

To apply for this position and to explore many other exciting opportunities, visit and apply through our career page: https://www.careers-page.com/toptalent-2