Do you love to solve problems and find better ways of getting things done? Do you love asking ‘why’ about pretty much everything? And does it make you happy when things are perfectly aligned and standardized? Can you pick the small pieces to create a big picture? Do you have the tendency to look into the end-to-end issue rather than just focusing on an incident? If so, then this role might be for you.
About the Role:
In this role as a Real Time Analyst, you will:
- Manage real-time monitoring via available tools and workforce management techniques to
- make intra-day adjustments to maximize resource efficiency and achieve service level
- performance goals and business objectives.
- Perform continual analysis of current performance (noting recent historical trends) and
- conduct real-time re-forecasting to make necessary adjustments in staffing plans.
- Check attendance line regularly and notify leadership of exceptions.
- Evaluate intra-day performance reports to determine staffing needs before approving time-off
- or scheduling off-phone activities.
- Manage the communication with the Operations teams and business partners to coordinate needed staffing adjustments based on current and forecasted results
- Filling shifts and writing schedules based on staffing requirements.
- Performs timekeeping activities for the group/department and monitor attendance of staff to track compliance.
- Schedules other employee activities that are off-the-phone activities.
- May provide support to other areas of customer services operation.
- Shift Timing: 9 AM IST to 6 PM IST (Rotational Shift) - 2 weekly offs consecutively.
- Work Mode: Hybrid
About You:
You’re a fit for the role of Real Time Analyst, if your background includes:
- Education: Any graduate
- Years of experience: 2 - 3 Years of related work experience in a contact centre as an agent or RTA.
- Experience in WFM tools like Genesys and Alvaria would be a plus.
- Experience in MS excel.
- Knowledge in data analytics
- Client handling experience
- Good problem-solving skills, written and verbal communication skills.
- Good stakeholder management
- Ability to manage the workload and deliver results in a fast-paced environment.
- Drive & self-motivation with the ability to work independently.
- Proven ability to form strong customer relationships, an understanding of customer focus and service delivery.
