Real Time Operations Coordinator

5 days ago

Hyderabad Secunderabad Telangana, India beBeeSenior Full time ₹ 1,04,000 - ₹ 1,30,878
Job Title: Senior Real Time Analyst

The role of a Senior Real-Time Analyst is to provide Workforce Management (WFM) as a service for a client command center. This position entails managing the vendor network and ensuring efficient operations.

Responsibilities:
  • Act as shift point of contact in the absence of the Manager/Supervisor, overseeing the team's performance.
  • Conduct RTA huddles and share updates with the team.
  • Train new members in the team and serve as a Subject Matter Expert.

Queue Management:

  • Monitor client enterprise service KPIs (service level) and staff performance across all vendors throughout the day.
  • Situationally manage vendors and address any issues that may arise.
  • Address Business Continuity Plan situations, including tool issues, WFM Systems issues, etc.
  • Manage routing/downtime issues, create war rooms, and make announcements about outages on respective client tools.
  • Facilitate daily syncs with clients/vendors to review performance.
  • Monitor forecast vs actual governance at the enterprise level (service KPIs, handling capacity, shrinkage, handle time, service levels).
  • Re-forecast within the day to project staffing gaps and share across the network to address over/under-staffing.
  • Approve and push extra time/VTO/off-phone requests by vendors.
  • Communicate directly with stakeholders on trends, staffing levels, and mitigation tactics needed to improve service levels performance.
  • Perform root cause analysis (end-of-day) and provide updates to the enterprise network & leadership team.

Reporting:

  • Track daily/weekly/monthly performance and provide 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.

Benefits:

Competitive salary and benefits package

Others:

This role offers opportunities for growth and professional development in a dynamic work environment.

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