Real Time Analyst (Contract)

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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 impacti...