Transcom

Real-Time Analyst (RTA) is responsible for providing the necessary support for the functioning of customer support, ensuring that, in accordance with the workload, agents are engaged in the most efficient way, creating conditions for delivering exceptional customer support. The RTA manages and monitors a specific number of agents across different communication channels and also oversees various processes, performing daily administrative tasks quickly, effectively, and in line with company goals.

 Join us as a Real Time Analyst for Openbank.

 Your main responsibilities will include:

• Managing and supervising real-time communication channels: chat / email / calls

• Making sure schedules are arranged to cover all time frames 

• Queues/skills management according to needs to balance the incoming volumes and the unexpected circumstances

• Managing agent resources on a daily basis in collaboration with team leaders

• Analyzing performance and delivering reports to the management team

• Balancing employee relations across different communication channels: chat / email

• Delivering detailed reports and quality information in the form of real-time reports regarding the performance of customer support

• Creating and presenting reports on a regular and ad hoc basis

• Communicating quickly and efficiently with Team leaders to achieve expected support delivery values

• Suggesting overtime engagement for agents as needed through discussion with team leaders

• Leading effective communication on resource management with the client

 What's in it for YOU?

• You will receive an organized introduction through a structured on-boarding process and dedicated mentors

• You will have all the necessary equipment and devices to perform your job effectively and creatively

• Attractive salary

• Ability to grow and learn new skills 

 What we expect from you:

• Excellent use of MS office (especially Excel)

• Analytical skills and problem-solving abilities

• Flexibility, support, and the initiative to drive changes and solutions

• Excellent level of English language

• Developed organizational skills, including the ability to prioritize work effectively

• Developed judgment skills

• Excellent written and verbal communication skills (including the ability to communicate effectively, tactfully, and kindly)

• You enjoy supporting others and have the ability for self-motivation

• Availability to work 39 hours/week

What life at Transcom is like!

At Transcom, we’re relentlessly committed. To our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today, and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That’s just how we are at Transcom. Here we care, and root for each other. You’re included, just as you are, from day one. And with the right mindset, there’s no end to how far we can go together.