Operational Efficiency Specialist

2 days ago

Guntur, Andhra Pradesh, India beBeeRealtimeanalyst Full time ₹ 8,00,000 - ₹ 12,00,000
Job Description:

The Real-Time Analyst plays a critical role in ensuring operational efficiency and service delivery performance by actively monitoring, analyzing, and managing real-time activities across multiple queues.

This role serves as the first line of defense to ensure service levels and performance metrics are achieved, while supporting operations with timely and accurate reporting, issue escalation, and actionable insights.

Key Responsibilities include:

  • Monitoring real-time call, chat, or case queues to ensure service level goals are met consistently.
  • Tracking and managing agent availability, idle time, and adherence in alignment with intraday staffing plans.
  • Responding to spikes in volume or unexpected events (e.g., call surges, outages, high absenteeism) by adjusting break schedules and recommending intraday actions.
  • Managing agent skill assignments in systems like Avaya/CMS and adjusting as needed based on traffic patterns.
  • Conducting pre-shift test calls and validating system readiness at the start of the day.
  • Managing pre- and post-shift overtime to control people costs without compromising service levels.
  • Raising red flags or risk alerts to operations for potential staffing imbalances.

Responsibilities also include generating and publishing real-time and intraday reports covering key metrics such as volume, AHT, SL, staffing, and abandon rates, producing End-of-Day (EOD) and daily performance summaries for operational review, tracking historical performance trends, and providing actionable insights for continuous improvement.

In addition, this role involves collaborating with WFM scheduling teams for intraday staffing adjustments or shift/break reschedules, interfacing with operations leads, IT teams, and client representatives to coordinate responses to system issues or performance challenges, attending regular operations, WFM, and client meetings to provide updates and align on goals, and ensuring accurate absenteeism reporting by monitoring sick line and validating absence data.

This position requires strong analytical skills with proficiency in MS Excel, WFM tools (e.g., NICE IEX), excellent communication skills, both written and verbal, ability to work under pressure, prioritize multiple tasks, and manage time effectively, flexibility to work across time zones, and knowledge of SLA, AHT, adherence, occupancy, shrinkage, and other WFM KPIs.

Preferred Skills & Qualifications:

  • 1–4 years of experience in WFM real-time monitoring or contact center operations.
  • Any graduation and above.
  • Strong analytical skills with proficiency in MS Excel, WFM tools (e.g., NICE IEX).
  • Excellent communication skills, both written and verbal.
  • Ability to work under pressure, prioritize multiple tasks, and manage time effectively.
  • Flexible to work across time zones, based on the program's Hours of Operation.
  • Knowledge of SLA, AHT, adherence, occupancy, shrinkage, and other WFM KPIs.

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