Contact Centre Monitoring Analyst Real-Time

2 weeks ago


Singapore D L RESOURCES PTE LTD Full time
Job Title: Contact Centre Monitoring Analyst Real-Time

About the Role:

We are seeking a highly skilled Contact Centre Monitoring Analyst Real-Time to join our dynamic team at D L RESOURCES PTE LTD. As a key member of our team, you will play a crucial role in promoting digital adoption for our valued customers through collaboration with our business partners.

Key Responsibilities:

  • Monitor real-time call queues and manage real-time adherence in different hotlines to meet KPIs and service levels.
  • Monitor call centre agent call time and call metrics.
  • Track attendance and report incidents.
  • Monitor and manage the floor to ensure correct activity codes, talking time, and unscheduled activities.
  • Collaborate with department heads on other duties.

Requirements:

  • Diploma and above.
  • Fast action and willingness to work unrepentantly.
  • Willingness to learn new tools related to WORKFORCE MANAGEMENT or Workforce Monitoring.
  • Proficient in Microsoft Office (Word, Excel, Outlook).
  • Able to work in shifts, including weekends and Public Holidays.

About Us:

D L RESOURCES PTE LTD is a leading provider of innovative solutions for businesses. We are committed to delivering exceptional customer experiences through our cutting-edge technology and expertise.

What We Offer:

  • A dynamic and supportive work environment.
  • Opportunities for professional growth and development.
  • A competitive salary and benefits package.

How to Apply:

If you are a motivated and experienced professional looking for a new challenge, please submit your application, including your resume and a cover letter, to [insert contact information].



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