Job Summary:

The Real-Time Analyst is responsible for monitoring and analyzing real-time performance metrics, ensuring adherence to service level agreements (SLAs) and optimizing workforce management in a fast-paced environment. The role involves tracking call volumes, agent availability, and other operational metrics in real time, providing immediate feedback, and adjusting resources as needed to ensure smooth operations and achieve organizational goals.

Role & Responsibilities:

•Real time monitoring and Intraday performance management

•Exception Management

•Real time reports- Hourly/ Daily/ Weekly

•Preparing Dashboards

•Analysis and Process development

•Incident tracking, logging and escalations

•Process and Procedure adherence

•Floor & seat management

Required skills:

•Intermediate MS Excel knowledge

•Basic to intermediate windows operating system navigation skills

•Strong written and verbal communication skills

•Ability to interact with all levels of management across various locations

•Ability to build and maintain strong working relationship

•Strong analytical skills

•Comfortable with flexible work timings and willingness to stretch

•With Inbound and Outbound Experience

Education & Experience:

• Bachelor’s degree / Undergraduate
• Minimum of 1-2 years of experience in real-time monitoring, workforce management, or operations management.

Please refer to job description.