Analyst - Billing/Invoicing Lead to cash
HCLTech · Taguig
Job Summary
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Key Responsibilities
RTA (Real-Time Analyst) / Queue Manager oversees the live operational flow of contact center channels to ensure service level agreements (SLAs) and customer response times are consistently met. Functioning as the traffic controller for real-time operations, they monitor incoming call/ticket volumes, manage agent adherence to schedules, and make immediate staffing adjustments to balance workload spikes. By analyzing volume trends on the fly and partnering with team leads, they mitigate wait times and ensure maximum workforce efficiency throughout the shift.
Skill Requirements
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Other Requirements
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