Real Time Analyst
7 days ago
About the Role
We are looking for a detail-oriented and analytical professional with strong knowledge of Real Time Analysis (RTA) along with Workforce Management (WFM). The candidate will be responsible for monitoring, analyzing, and managing real-time activities to ensure optimum utilization of resources and achievement of business SLAs.
Key Responsibilities
- Real-time monitoring of call queues, agent performance, and overall service levels.
- Ensure adherence to schedules and take corrective actions in case of deviations.
- Collaborate with WFM team for forecasting, scheduling, and capacity planning.
- Track and report intraday performance metrics (AHT, shrinkage, occupancy, etc.).
- Provide insights and recommendations to improve operational efficiency.
- Maintain regular communication with operations and leadership teams regarding staffing requirements and real-time adjustments.
- Prepare and share reports/dashboards on RTA and WFM performance.
Desired Skills & Qualifications
- Graduate in any discipline (preferably with a background in analytics/operations).
- Hands-on experience in Real Time Analysis (RTA) and Workforce Management (WFM).
- Proficiency in WFM tools and reporting dashboards (e.g., IEX, NICE, Verint, Aspect, or similar).
- Strong analytical and problem-solving skills.
- Excellent communication and coordination abilities.
- Ability to work in a fast-paced, dynamic environment.
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