Global Call Center Operations Director

2 days ago

Hyderabad Secunderabad Telangana, India beBeeRealTimeAnalyst Full time ₹ 1,04,000 - ₹ 1,30,878
Senior Real Time Analyst\

The primary responsibility of the Senior Real Time Analyst will be to provide Workforce Management (WFM) as a service for a client command center. This individual will oversee the vendor network, ensuring seamless operations and efficient resource allocation.

  • Manage team members in the absence of the Manager/Supervisor.
  • Conduct regular RTA huddles to pass updates to the team.
  • Act as a Subject Matter Expert (SME) and train new team members.

Key responsibilities include:

  • Monitoring client enterprise service KPIs and staff performance across all vendors throughout the day.
  • Implementing situational management strategies at the vendor level.
  • Addressing BCP situations such as tools issues, WFM Systems issues, etc.
  • Managing routing / downtime issues by creating and managing war rooms, making announcements about outages on respective client tools.
  • Intraday Management: Facilitating daily syncs with clients/vendors to review performance.
  • Monitoring forecast vs actual governance at the enterprise level (service KPIs, handling capacity, shrinkage, handle time, service levels).
  • Re-forecasting within the day to project staffing gaps and share across the network to address over/under staffing.
  • Approving and pushing extra time/VTO/off phone requests by vendors.
  • Communicating directly with stakeholders on trends, staffing levels, and mitigation tactics needed to improve service levels performance.
  • Performing root cause analysis (end of day) & providing updates to the enterprise network & leadership team.

Reporting

  • Tracking daily/weekly/monthly performance and providing context on the following metrics:
  • Service Level/ASA
  • Shrinkage/Absenteeism
  • EOD reports

Requirements

  • University education with a technical background (mathematical or statistical course desirable)
  • 3+ years previous call center experience required
  • Minimum 1 year WorkForce Management experience is required
  • Previous work experience working with Global vendors is considered an asset
  • Advanced level of MS Excel/Google sheets
  • Pivot Tables
  • V-Lookup/X-Lookup
  • Index/Match
  • Ability to create charts/graphs
  • 1+ years of previous experience with any WFM tools is required
  • NICE IEX
  • Aspect eWFM
  • Verint
  • Calabrio
  • Knowledge of programming / Tableau will be an asset
  • Excel/BI/Reporting tools certifications will be an asset
  • Good communication skills, local language and English (required)
  • Additional languages would be an asset
  • Ability to identify emerging trends, measure impact on the business and use good judgment
  • Experience in facilitating meetings
  • Proactively distill and analyze data, charts, and graphs into actionable insights & present recommendations to stakeholders and other audiences
  • Able to collaborate with client's cross-functional teams and vendor RTA teams
  • Clear and concise, written and verbal communication (in English)
  • Fundamental understanding of call center metrics

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