Real Time Analyst

2 weeks ago

Kolkata, India Gear Inc. Full time

Job description:

  • Monitor real-time call volumes, agent availability, and other key metrics to ensure optimal staffing levels and performance.
  • Make real-time adjustments to staffing and resource allocation based on fluctuating call volumes, traffic patterns, and agent availability.
  • Communicate with contact center supervisors, managers, and agents to provide updates on call volume trends and any necessary adjustments to schedules.
  • Use workforce management software and tools to track and manage real-time activities, including queues, agent states, and service levels.
  • Analyze data to identify trends and patterns in call volume, handle times, and other operational metrics, providing insights for continuous improvement.
  • Collaborate with forecasting and scheduling teams to align real-time activities with forecasted demand and planned staffing levels.
  • Ensure adherence to schedules and breaks, adjusting to maintain appropriate agent coverage.
  • Escalate critical issues and deviations from service level targets to appropriate stakeholders for resolution.
  • Monitor and report on individual agent performance, including adherence to schedules, break times, and call handling metrics.
  • Provide support and guidance to supervisors and agents on real-time scheduling adjustments and process adherence.
  • Contribute to the development and improvement of real-time monitoring procedures and best practices.
  • Generate and distribute real-time reports and dashboards to inform stakeholders about operational performance.
  • Stay up-to-date with industry trends and technologies related to contact center operations and real-time monitoring.


Qualifications:

  • High school diploma or equivalent (Bachelor's degree in a relevant field is a plus).
  • Previous experience in a contact center or customer service environment.
  • Proficiency in using workforce management software and real-time monitoring tools.
  • Strong analytical skills with the ability to interpret real-time data and make quick decisions.
  • Excellent communication and interpersonal skills.
  • Detail-oriented with the ability to multitask in a fast-paced environment.
  • Problem-solving skills and the ability to remain calm under pressure.
  • Basic understanding of call center operations, metrics, and key performance indicators.
  • Ability to work flexible hours and shifts as needed.
  • Knowledge of workforce management principles is a plus.

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