Real Time Analyst
Current- Operations Real Time Analyst (RTA)As a Real Time Analyst in Operations, I focus on optimizing team efficiency and productivity through real-time monitoring, resource management, and strategic collaboration. My key.
- Daily planning and operational openings: I manage the daily openings, assessing SLA status through Looker and aligning resources to meet our Business Partners’ (BPs) goals.
- Dynamic team management and workflow coordination: Based on incoming volume and initial backlog, I organize analysts to prioritize cases and ensure steady progress toward our SLA targets.
- Break coordination and task assignment: I manage analysts’ breaks based on their skills and workload, while also preparing task assignments for the afternoon and night shifts and coordinating staffing for the next day.
- Operational support and specific case resolution: I work with the Customer Operations (CO) team to resolve open tickets on the portal, addressing unprocessed cases and their root causes to streamline resolutions.
- Skills development and training: I collaborate with Team Leads and Trainers on addressing the self-assessments and training sessions for analyst upskilling, increasing the versatility and capabilities of the team.My.
Nov 2024 - Present
