RTA- Real Time Analyst - (Muncie, IN)

Position overview JOB SUMMARY Are you an analytical puzzle-solver with sensitivity and tact? Are you a natural for havinga keen eye for details and accuracy? TheCall Real Time Analyst (RTA)is a key member of theOperations/ Delivery team, responsible forcustomer and business expectations are met.Responsibilities of the RTAwill alsoincludemonitoring the customer service rep calls and service levels. SPECIFIC RESPONSIBILITIES Manage Real Time exceptionsin a large call center environment Providecommunication to and from Operations and other support departments for escalation of service-impacting issues Oversee call flow, real time, through workforce management tool(i.e. EIX). Monitor intra-day call and work volume as compared to forecast.