Real Time Analyst: 25-05783

18 hours ago

Hyderabad, Telangana, India Akraya Full time

Primary Skills: Analytics (Intermediate), Scheduling (Advanced), Reporting (Advanced), Excel (Expert), Communication (Expert)
Contract Type: Contract to hire
Duration: 7+ Months

Location: Hyderabad

Job Summary:

We are searching for a dedicated Workforce Management Specialist to oversee our Customer Experience teams, ensuring they meet all Service Level Agreements (SLA) promptly. The ideal candidate will analyze call volumes, manage schedules, and work closely with vendor partners to achieve Key Performance Indicators (KPIs). This role involves extensive use of workforce management tools and spreadsheet applications to optimize our customer support operations.

Key Responsibilities:

Monitor real-time queues and collaborate with vendor partners to meet KPIs. Manage daily performance reporting and schedule adherence. Analyze call volume patterns and allocate staffing resources efficiently. Encode exceptions on Workforce Management (WFM) tools and act as the main point of contact for internal and vendor-related issues. Communicate any real-time impacts to stakeholders, assisting in the proactive management of customer experience disruptions.

Must-Have Skills:

Proven experience in Workforce Management/Operations. Proficiency in using WFM tools and spreadsheet software (Excel, Google Sheets). Strong analytical skills with the ability to identify trends and patterns.

Industry Experience:

Prior experience in Customer Experience or Operations within a fast-paced, high-growth organization is preferred,

ABOUT AKRAYA

Akraya is an award-winning IT staffing firm consistently recognized for our commitment to excellence and a thriving work environment. Most recently, we were recognized Inc's Best Workplaces 2024 and Silicon Valley's Best Places to Work by the San Francisco Business Journal (2024) and Glassdoor's Best Places to Work (2023 & 2022)

Industry Leaders in IT Staffing

As staffing solutions providers for Fortune 100 companies, Akraya's industry recognitions solidify our leadership position in the IT staffing space. We don't just connect you with great jobs, we connect you with a workplace that inspires

Join Akraya Today

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