Dynamic Performance Monitor

2 weeks ago

Mumbai, Maharashtra, India beBeeAnalyst Full time ₹ 5,50,000 - ₹ 7,50,000
Real-Time Analyst

The role of Real-Time Analyst involves monitoring live performance and responding to challenges in real-time. The ideal candidate will possess strong analytical skills, attention to detail, and excellent communication skills.


Key Responsibilities:
  • Monitor live dashboards and key performance metrics to track workload, task completion, and SLA adherence.
  • Allocate and balance tasks across team members to ensure efficiency and productivity.
  • Respond rapidly to incidents such as system outages, resource shortages, or escalations.
  • Provide clear real-time updates and instructions to the team; act as the escalation point for urgent workflow issues.
  • Collaborate with workforce management, reporting analysts, and operations teams to align real-time activities with business goals.
  • Provide immediate feedback and coaching to team members to support performance improvement.
  • Prepare and deliver summary updates or reports on real-time performance and critical incidents.

Requirements:
  • 2-5 years of experience working as a Real-Time Analyst or in a similar workforce management role.
  • Strong knowledge of contact center KPIs such as SLA, turnaround times, and productivity metrics.
  • Proficiency with workforce management and scheduling tools, as well as live monitoring dashboards.
  • Excellent problem-solving and decision-making skills, especially under pressure.
  • Strong communication skills to ensure clear task delegation and stakeholder updates.
  • Ability to remain calm, detail-oriented, and proactive in high-pressure situations.
  • Preferred: familiarity with automation tools, short-term forecasting, and back-office processes.

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