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Real Time Analyst

Location: Knoxville, TN

Duration: Long term

Call Center Experience preferred.

IGT's service offerings cover the entire business operations & technology spectrum of the travel and hospitality domain.

The Organization follows Six Sigma process aimed towards zero defect solutions & process improvements.


Job Responsibilities:

  • Responsible for real time adherence for interval compliance as per process SL
  • Generating and publishing Reports as Hourly/Daily /weekly/ monthly basis as per the business demand
  • Highlighting red flags/ irregularity on real time basis on AHT/Shrinkage/Breaks/long calls/short calls etc. on real time basis
  • Creating reports and template as per process requirement as ad-hoc responsibility
  • Design and establish new MI reporting modules
  • Must have an experience in Advanced Excel with working experience in MS Excel – 2010
  • Knowledge of preparing agent rosters on weekly/monthly basis
  • Knowledge of work force management as forecasting, planning or scheduling would be preferred.
  • Minimum1 year experience as a Real Time Analyst, Workforce Management Analyst, Workforce Development, or Workforce Manager.

Advanced Excel Experienced Required.

Strong verbal and written communication skills.

Job Types: Full-time

Pay: $16.00 - $18.00 per hour

It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds
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