Optimizing Call Center Performance through Real-Time Workforce Analysis

5 days ago

Mumbai, Maharashtra, India beBeeWorkforce Full time ₹ 9,00,000 - ₹ 12,00,000
Real-Time Workforce Analyst

We are seeking a skilled Real-Time Workforce Analyst to manage and monitor the operational performance of our contact centers in real-time. This role involves analyzing key call center metrics, making timely adjustments to staffing levels, and ensuring optimal service quality.

The successful candidate will work closely with cross-functional teams, including CS Managers, Supervisors, and contact center agents, to balance workloads and maintain service standards.

Key Responsibilities:
  • Monitor real-time performance metrics, including call volumes, service levels, and agent adherence throughout the day.
  • Manage staffing levels and schedules in real-time to meet service level targets and operational goals.
  • Respond promptly to unplanned events, such as system outages, high call volumes, and staffing shortages.
  • Communicate and coordinate directly with stakeholders on trends and staffing levels to ensure appropriate resource allocation.
  • Utilize workforce management software and tools to make data-driven decisions.

Required Skills and Qualifications:

  • A bachelor's degree in computer science, business, operations management, or a related field.
  • Minimum two years of experience in a workforce management or call center operations role.
  • Proficiency in workforce management software (such as NICE, RingCentral) and strong knowledge of Microsoft Office, especially Excel and PowerPoint.
  • Strong analytical and problem-solving skills, with the ability to interpret and act on data quickly.
  • Excellent verbal and written communication skills, with fluency in English.

Benefits:

  • Competitive salary package.
  • Performance-based annual bonus.
  • Group Medical & Life Insurance.
  • Modern offices with free amenities and fully stocked cafeterias.
  • Monthly food card and company-paid snacks.

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