Real Time Analyst

8 hours ago

Bengaluru, India Bangalore Job Hub Full time

*Job Description – Real-Time Analyst (RTA)*

*Job Title:* Real-Time Analyst (RTA)

*Department:* Workforce Management (WFM)

*Employment Type:* Full-time

*Salary:* Up to *₹5.5 LPA*

*Key Responsibilities**

* Monitor call, chat, and case queues to maintain SLAs.

* Track agent availability, idle time, and schedule adherence.

* Adjust intraday staffing, breaks, and skill allocations as needed.

* Generate real-time, intraday, and End-of-Day performance reports.

* Publish adherence and compliance reports; highlight anomalies.

* Partner with scheduling, operations, IT, and client teams for issue resolution.

* Provide recommendations for cross-skilling, overflow planning, and staffing balance.

* Support outage management and ensure accurate absentee reporting.

* Contribute to SOPs, reporting dashboards, and process improvement efforts.

*Preferred Skills & Qualifications**

* Graduate or above with **1–3 years of WFM or contact center experience**.

* Proficiency in **MS Excel**, WFM tools (NICE IEX, Aspect, Verint), and ACD systems (Avaya/CMS).

* Strong analytical and problem-solving skills.

* Knowledge of KPIs: SLA, AHT, adherence, occupancy, shrinkage.

* Excellent verbal and written communication.

* Flexible to work across **rotational shifts and time zones**.

Job Types: Full-time, Permanent

Pay: ₹45, ₹50,000.00 per month

Benefits:

  • Health insurance
  • Provident Fund

Work Location: In person

Speak with the employer

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