The Real Time Analyst (RTA) manages the 24X7 real time performances of the Customer Success’ inbound and outbound channels. This includes timely call out and decision making to mitigate any issues that may surface.
The RTA acts as SPOC for Customer Success interfacing with key stakeholders such as Networks, IT, Corp Comm, etc. in managing incidents according to the Incident Management Framework.
The RTA responsibles for communicating planned and unplanned outages messages to customers on the various platforms such as facebook, twitter and IVR.
1. Meeting performance Service Level targets:
a. Hotlines: 75%/90s
b. Messaging: 80%/300s
[This includes real time monitoring and call out to operations for action on unproductive states, load balancing between hotlines and messaging to mitigate challenges, call out for over time due to unforeseen situation impacting the performance].
2. Daily/Weekly/Monthly Attendance, Absenteeism and Adherence tracking, reporting and calling out any anomalies.
3. Identify and analyse drivers for surge in calls/chats by listening to live calls, reading chat interactions, referencing to reports in Tableau, and posts on Facebook and Twitter.
4. Incident Management includes providing timely and regular updates on call queue, trouble ticket count, symptoms of issues, preparing and uploading IVR and Facebook messages, etc.
5. Prepare and send SMS notifications to affected customers on planned and unplanned outages within SLA
6. Timely update/plotting of CCOs schedule adjustments or shrinkage in the WFM systems.
7. Weekly upkeep and maintain the Hotline Skills Masterfile.
8. SEF (Service Excellence Framework) Adherence/Shrinkage validation
9. Prepare weekly incident reports for WTM
10. Weekly OT solicitation based on Intra Day Performance (IDP) requirements and track the take up and fulfilment.
11. Floor walk/real-time call outs of CCOs’ productivity and assist CCOs on any issues (eg. systems, applications, etc). At least one floor support at each site/floor in Singapore and MCC.
12. Managing the monthly planned leaves within the allocated time off pool for all the hotlines
13. Plotting of unplanned shrinkages and meal/break adjustments
14. Preparing monthly Outliers Report (Absenteeism, TCPH, Adherence and AHT)
15. Real-time monitoring and call out the productivity of messaging agents
16. Provide analysis on the performance for LOBs especially when not meeting SL
17. Prepare Weekly/Monthly patterned MC trending
18. Weekly tracking/maintaining the Pandemic BCP Master File
19. Support the Quarterly Call Tree Exercise
20. Central point to issue CAST/SingtelTVGO token/golden passes to Operations.
21. Quarterly SIN TL Handset / Duty phone audit check, ensuring phones are aligned with Enhanced Intune profile for security measures on features that are only enabled for use and that should be disabled
22. Weekly upkeep and maintain the Messaging Skill Masterfile
23. Call out postings on social media platforms (Facebook, Twitter and Instagram) that may have impact to operations.
24. Activation of Unplanned Outages holding statement for Shirley via Dialogflow
25. Validate and call out the Shirley Bomb threat SMS alert received from MSTA, Whatsapp or Singtel.com for potential Bomb threat.
