Real Time Analyst

24 hours ago

Noida, India Capgemini Full time

Job Title: Real Time Analyst/Resource Planning Analyst

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way youd like, where you'll be supported and inspired bya collaborative community of colleagues around the world, and where you'll be able to reimagine what's possible. Join us and help the world's leading organizationsunlock the value of technology and build a more sustainable, more inclusive world.

Your Role:

  • Communicate to impacted businesses on actions taken and current status
  • Monitor intra-day scheduling forecast compared to actual volumes and make adjustments throughout the day, as required
  • Receive, review, and make decision for same day, unplanned, off-phone requests
  • Pro-actively communicate and follow up with site operations to execute all planned and real-time activities
  • Communicate effectively with the business about its needs with personnel at all levels
  • Serve as a resource for answering questions about the daily operations of the call center
  • Monitor and track traffic and trunks across the organization on a real-time basis, including in-sourced and outsourced Contact Centers

Your Profile:

Schedulers/ Resource Planning analysts:

  • Graduate from accredited institution
  • Must exposure in scheduling agents of significant size in earlier role
  • Exposure to all types of channels i.e. Inbound, Outbound, Email/Chat and blended process is preferred
  • Strong working knowledge of workforce tool, preferably Verint
  • Strong understanding of WFM concepts, different methodologies
  • Excellent written and oral communications skills

Real-time/ Outbound analysts:

  • Graduate from accredited institution
  • Strong understanding of contact center and WFM Intraday management processes
  • Strong working knowledge of workforce tools (preferably Verint & Genesys Dialer)
  • Strong understanding of WFM concepts & metrics
  • Exposure to all types of channels i.e. Inbound, Outbound, Email/Chat and blended process is preferred
  • Excellent written and oral communications skills

Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem.

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