Intraday Analyst

2 weeks ago

New Delhi, India Bean HR Consulting Full time

Job Title:Intraday Analyst – Workforce Management Location:Bengaluru / Gurugram (Hybrid/WFH – onsite for team meetings/townhalls 1–2 times/month) Shift:5:30 PM – 2:00 AM Job Type:Individual Contributor (IC)Job Summary We are seeking a proactiveIntraday Analystto manage real-time contact center operations. Thishands-on IC rolerequires monitoring live performance metrics, making quick tactical decisions, and collaborating with partners to ensure service level targets are met consistently. Key Responsibilities Monitor real-time contact center metrics including call volumes, handle times, and agent adherence. Identify trends, anomalies, and potential issues affecting service levels. Take immediate action to address fluctuations in call volume or staffing. Make intraday schedule adjustments and coordinate with team leads for breaks, lunches, or offline activities. Ensure optimal staffing across channels and skill groups. Manage queue prioritization, call routing, and overflow support. Communicate effectively with operations partners about schedule changes, performance status, and risks. Prepare and share intraday performance reports. Identify opportunities to improve intraday management processes. Collaborate with forecasting and scheduling teams for process and performance improvement initiatives.Required Skills & Qualifications 4+ years of experience incontact center operationsorworkforce managementwith a focus on real-time intraday management. Strong analytical and problem-solving skills. Excellent communication and interpersonal skills. Ability to make quick, data-driven decisions in a fast-paced environment. Strong understanding of contact center metrics and KPIs. Hands-on experience withWFM toolssuch as Aspect, NICE IEX, or Verint.Preferred Tools & Technologies Workforce Management software (Aspect WFM, NICE IEX, Verint) Real-Time Adherence Tools Contact Center Platforms (Cisco UCCE, Genesys Cloud CX, Avaya)

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