Unlocking Real-Time Data Insights

2 weeks ago

Thoothukudi, Tamil Nadu, India beBeeDataInsights Full time ₹ 15,00,000 - ₹ 20,00,000

Job Title: Data Insights Analyst

This is a dynamic and strategic role that involves monitoring and managing real-time data to ensure operational efficiency and service delivery performance.

Key Responsibilities:
  • Continuously monitor and analyze call, chat, or case queues to ensure consistent service level goals are met.
  • Manage agent availability, idle time, and adherence in alignment with intraday staffing plans.
  • Respond to volume spikes or unexpected events by adjusting break schedules and recommending intraday actions.
  • Assign agents to appropriate systems and adjust as needed based on traffic patterns.
  • Validate system readiness at the start of each day through pre-shift test calls.
  • Manage overtime effectively to control people costs without compromising service levels.
  • Raise alerts for potential staffing imbalances.
  • Generate real-time and intraday reports covering metrics such as volume, average handle time, service level, staffing, and abandon rates.
  • Produce daily performance summaries for review.
  • Track historical trends and provide actionable insights for continuous improvement.
  • Publish agent adherence and schedule compliance reports, highlighting anomalies or patterns.
  • Maintain transparency and accountability through audit trails, issue logs, and action trackers.
  • Conduct regular skill audits to verify agent assignments to queues/LOBs.
  • Collaborate with scheduling teams for intraday adjustments or shift/break reschedules.
  • Interface with operations leads, IT teams, and client representatives to coordinate responses to system issues or performance challenges.
  • Attend regular meetings to provide updates and align on goals.
  • Ensure accurate absenteeism reporting by monitoring sick lines and validating absence data.
  • Provide proactive recommendations based on real-time insights.
  • Support outage management protocols by coordinating communication and resolution steps.
  • Develop and refine operational playbooks, SOPs, and escalation matrices.
  • Support the design and implementation of new reporting templates or dashboards.
  • Contribute to business continuity planning by maintaining flexible real-time coverage models.
  • Assist in training new analysts or partners on real-time processes and tools.

Requirements:

  • 1-4 years of experience in WFM real-time monitoring or contact center operations.
  • Bachelor's degree or higher.
  • Strong analytical skills with proficiency in MS Excel and WFM tools.
  • Excellent written and verbal communication skills.
  • Ability to work under pressure, prioritize tasks, and manage time effectively.
  • Familiarity with key performance indicators (KPIs) such as SLA, AHT, and shrinkage.

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