Real Time Analyst (RTA)

Job Description:
- An MIS/RTA provides their respective team with high quality reliable data to support them with management decision-making and provides it’s stakeholders with regular timely and accurate updates, statistical analysis and management reporting.

Roles & Responsibilities:
- Responsible to independently handle, assist the customer to determine problems and provide resolutions on any customer care issues & service problems, coordinate escalations, assess customer’s needs.
- Responsible for analysis of reports including process dashboards, team performance reports, initiating appropriate action plans & initiate trainings.
- Responsible to manage attendance & attendance incentive for the team. Managing periodic shift level projects/initiatives & responsible for the administrative aspects of the group/shift.
- Should be capable of handling client escalations
- The manager is expected to carry out responsibilities of timely submission of reports to clients and internal stakeholders.
- Prepare ad hoc reports pertaining to management inputs for strategic initiatives.
- Is well informed on business metrics impacting SLA and financials and provides necessary/ proactive interventions and flags to the respective stakeholders.

Desirable Skills
- Should be well versed with SQL and advanced Excel including Macros. Good knowledge of Power BI and Healthcare provider understanding is preferable.
- Good working knowledge of computer i.e., MS-Office, Operating Systems, internet services & Online tools.
- Excellent verbal & written communication & presentation skills.
- Good Interpersonal & people management skills with good problem solving approach.
- Expert knowledge of service procedures.
- Good analytical skills for MIS, number crunching & reporting to internal & external customers.
- Ability to exercise managerial judgment and perform as a mentor.
- Knowledge of Non Voice & Voice reporting systems is mandatory.