Real-Time Process Specialist

2 weeks ago

Surat, Gujarat, India beBeeAnalyst Full time ₹ 8,00,000 - ₹ 15,00,000

At the heart of our operation is a vital role that requires meticulous monitoring, thorough analysis and expert management of real-time activities across multiple queues. This ensures seamless service delivery and outstanding performance metrics.

Key Responsibilities:
  • Continuously monitor call, chat or case queues to achieve consistent service level objectives.
  • Track agent availability, idle time and adherence against intraday staffing plans.
  • Respond promptly to spikes in volume or unexpected events by adjusting break schedules and recommending actions.
  • Proactively manage agent skill assignments in systems like Avaya/CMS, making adjustments as needed based on traffic patterns.
  • Conduct pre-shift test calls and validate system readiness at the start of each day.
  • Optimize overtime before and after shifts to minimize costs without compromising service levels.
  • Raise alerts for potential staffing imbalances to operations teams.
  • Generate comprehensive reports covering key metrics such as volume, Average Handling Time (AHT), Service Level (SL), staffing and abandon rates in real-time and intraday periods.
  • Publish End-of-Day (EOD) and daily performance summaries for operational review and analysis.
  • Develop historical performance trends and provide actionable insights for ongoing improvement initiatives.
  • Track and report on agent adherence and schedule compliance, highlighting anomalies or patterns.
  • Maintain accurate audit trails, issue logs and action trackers to ensure transparency and accountability.
  • Regularly conduct skill audits to verify accuracy of agent assignments to queues/LOBs.
  • Collaborate closely with Workforce Management (WFM) 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.
  • Participate actively in regular operations, WFM and client meetings to share updates and align goals.
  • Ensure accurate absenteeism reporting through continuous monitoring of sick lines and validation of absence data.
  • Offer proactive recommendations based on real-time insights, including cross-skilling needs, overflow planning and LOB-specific focus areas.
  • Support outage management protocols by coordinating communication and resolution steps.
  • Help develop and refine operational playbooks, Standard Operating Procedures (SOPs) and escalation matrices for real-time management.
  • Assist in designing and implementing new reporting templates or dashboards.
  • Contribute to business continuity planning by maintaining flexible real-time coverage models.
  • Support training new analysts or operational partners on real-time processes and tools.

Desired Skills & Qualifications:

  • 1-4 years of experience in real-time monitoring or contact center operations.
  • Degree qualification or higher.
  • Strong analytical skills with proficiency in MS Excel, WFM tools (e.g., NICE IEX).
  • Excellent written and verbal communication skills.
  • Able to work under pressure, prioritize tasks, manage time effectively and adapt to changing circumstances.
  • Flexible to work across time zones according to the program's Hours of Operation.
  • Knowledge of SLA, AHT, adherence, occupancy, shrinkage and other key performance indicators (KPIs).

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