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Operations Analyst for Staffing Optimization

3 weeks ago

Faridabad, Haryana, India beBeeRealTimeAnalyst Full time ₹ 1,04,000 - ₹ 1,30,878

The role of Real-Time Analyst is to contribute to the success of our workforce management team by ensuring real-time staffing aligns with service level targets. The ideal candidate will possess strong analytical skills and be able to make informed decisions to enhance operational efficiency.

Key Responsibilities:
  • Monitoring Performance: Continuously monitor real-time performance against established service level targets and key performance indicators (KPIs).
  • Schedule Adherence: Track and report on agent schedule adherence, ensuring employees adhere to their assigned work schedules.
  • Intraday Adjustments: Propose and implement real-time adjustments to staffing, such as breaks, lunches, and shifts, to align with changing call volumes.
  • Communication: Maintain effective communication with team leads, supervisors, and the WFM team to ensure everyone is informed of real-time performance and adjustments.
  • Reporting: Generate and distribute real-time reports on service level performance, adherence, and other relevant metrics.
Requirements:
  • Bachelor's degree in a relevant field (e.g., Business, Operations Management, or similar).
  • Prior experience as a Real-Time Analyst in a contact center or customer service environment.
  • Proficiency in using WFM software and real-time monitoring tools.
  • Strong analytical and problem-solving skills.
  • Excellent communication and interpersonal skills.