Accenture · 6 hours ago
Customer Support Real Time Analyst
San Antonio, TX
Full-time
Onsite
Entry Level
$24.36/hr - $24.36/hr
1+ years expAccenture is a leading professional services organization that drives business transformation for organizations and communities. The Customer Support Real Time Analyst role involves monitoring operational metrics, ensuring service level agreements are met, and analyzing real-time data to improve workforce management practices.
Business Information SystemsConstructionConsultingInformation ServicesInformation TechnologyInfrastructureManagement ConsultingOutsourcing
No H1B
Responsibilities
Monitor live operational metrics like call volumes, agent status, and service levels
Ensure that service level agreements are being met and take action to address any deviations
Analyze real time data to identify trends, predict staffing needs, and suggest improvements to workforce management practices
Monitor employee adherence to schedules, call handling, and address any deviations
Generate reports on various workforce management metrics, including attendance, adherence, and productivity
Work closely with operations teams, supervisors, and other stakeholders to ensure operational efficiency
Identify and address issues that impact service levels, working with relevant teams to find solutions
Keeping them informed about real-time performance and potential issues
Qualification
Required
Minimum 1 years' experience in a customer support environment
Minimum 1 years' experience with workforce management
Must be flexible to work any shift including weekends and holidays
This is an onsite in San Antonio, TX. You will be expected to relocate to and work in San Antonio, TX, and the pay range is set accordingly
Preferred
Problem-solving skills
Analytical skills
Attention to detail
Communication skills
Benefits
Medical
Dental
Vision
Long-term disability coverage
A 401(k) plan
Paid time off
Company
Accenture
Accenture is a professional services company that provides solutions in strategy, consulting, digital, technology and operations.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$6MKey Investors
Youth Business International
2018-10-01Grant· $6M
2001-07-27IPO
Leadership Team
Christie Smith
Senior Managing Director, Global CEO Transformation: Strategy & Consulting Lead
Jeff Laue
CEO and Senior Managing Director of Accenture Digital Inside Sales
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