Real-Time Operations Analyst: 24/7 Incident & SLA Champion

Singtel; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading telecommunications company in Singapore is seeking a Real Time Analyst to manage the performance of customer support channels. This role involves real-time monitoring, communication of outage messages, and collaboration with various stakeholders. The ideal candidate will have a diploma and experience in contact centers, as well as strong analytical and communication skills. Join us to unlock new opportunities and accelerate your growth.

Qualifications

• Diploma in any discipline.
• Has prior contact centre related experience.
• Proficient in Microsoft Office.
• Analytical skills and able to multi-task.
• Knowledge of Workforce Mgmt systems is an advantage.
• Good communication and interpersonal skills.

Responsibilities

• Manage real-time performances of inbound and outbound channels.
• Communicate outage messages to customers.
• Analyze drivers for surge in calls/chats.
• Prepare incident reports and monitor productivity.
• Assist CCOs with issues during floor walk.

Skills

Diploma in any discipline

Contact centre experience

Proficient in Microsoft Office

Analytical skills

Communication skills

Job description

A leading telecommunications company in Singapore is seeking a Real Time Analyst to manage the performance of customer support channels. This role involves real-time monitoring, communication of outage messages, and collaboration with various stakeholders. The ideal candidate will have a diploma and experience in contact centers, as well as strong analytical and communication skills. Join us to unlock new opportunities and accelerate your growth.