Real Time Analyst

Premier BPO is a Business Process Outsourcing company. Premier BPO combines technology, people and customer needs to produce a synergistic blend of customized solutions: Call Centres, Back Office Processes, Customer Care, IT Services, and Technical Support. Our outsourcing solutions are jointly conceived and seamlessly integrated with the customer’s practices. The new end-to-end process delivers cost savings, enhanced customer satisfaction, metrics, reports, and analytics. We also provide marketing and sales support capabilities to our customers so they can capture a larger pie of their target market.

Responsibilities:

• Monitor real-time contact center activities and make necessary adjustments to optimize performance and achieve service level goals.
• Analyze incoming call patterns and adjust staffing levels to ensure adequate coverage and minimize customer wait times.
• Maintain awareness of agent adherence to schedules and make real-time adjustments to ensure optimal staffing levels.
• Collaborate with team members and supervisors to identify and resolve any issues affecting contact center performance.
• Generate and analyze real-time and historical reports to identify trends, patterns, and areas for improvement.
• Provide timely and accurate information to management regarding contact center performance and trends.
• Escalate critical issues or service level breaches to the appropriate stakeholders for prompt resolution.
• Assist with the implementation and maintenance of workforce management tools and systems.
• Participate in training and development programs to enhance knowledge and skills related to workforce management.

Requirements:

• Bachelor’s degree in business administration, Statistics, Management Information Systems (MIS), or equivalent.
• Proven experience in a contact center or customer service environment.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Proficiency in using workforce management tools and software.
• Ability to work in a fast-paced and dynamic environment.
• Detail-oriented with the ability to multitask and prioritize effectively.
• Strong organizational and time management skills.
• Ability to work collaboratively in a team-oriented setting.
• Flexibility to work in shifts, including evenings, weekends, and holidays as required.

Skills:

• Problem Solver
• Positive attitude and focus on customer service with excellent communication skills
• Ability to work in a fast-paced environment – juggling shifting and even conflicting priorities
• Great analytical skillset (excel expert)
• Ability to work independently
• Creative skills for contributing new and innovative ideas
• Strong team skills

What we offer:

• Market competitive salary
• Career Growth
• Learning & Development
• Provident Fund
• EOBI
• Paid Leaves
• Medical Coverage (IPD)
• Life Insurance

Location: Gulberg II, Lahore
Timing: 09:00 am – 06:00 pm EST (US Timings)