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Real Time Analyst

2 weeks ago

Bengaluru Pune, India Clean Harbors Full time ₹ 5,00,000 - ₹ 12,00,000 per year

Job Title: RTA (Real Time Analyst)

Work Location: Bengaluru - Hebbal & Pune- Baner

Previous experience: 2+ years

Work Timings: Rotational Shifts (Can change based on business need, must work from the office with global working windows.)

If your profile matches the below job description and youre ready to explore exciting opportunities in the RTA

Please fill out the form here:

Job Overview:

Interpret, analyze, read, and make recommendations that improve a workforce with an eye on reducing overhead and increasing customer satisfaction and experience. Serve as a primary point of contact for workforce management policies and are subject matter experts on workforce optimization steps. Also ensure service-level targets are being met and maintain the proper headcount while calculating call capacity.

Key Responsibilities:

  • Oversee call volume management, daily attendance, and scheduling
  • Assist in developing metrics and performance targets for services
  • Collaborate with the operations team to analyse and enhance delivery processes
  • Propose ideas for process and service improvements
  • Prepare and distribute internal reports on a daily, biweekly, and monthly basis
  • Utilize trends and reports to predict future requirements
  • Support projects and handle additional tasks as needed

Skills and Qualifications:

  • Demonstrate strong work ethic with attention to detail and a high level of accuracy
  • Must have advanced level Microsoft Excel skills – Including advanced formulas, also Word, PowerPoint and Email (VBA, Macros a plus)
  • Experience with WXCC, Calabrio an asset
  • Ability to multi-task, focus and complete reports for extended periods of time
  • Previous call center experience required
  • Previous Work Force Management experience is considered an asset

Personal Attributes:

  • Proactive and able to take initiative
  • Adaptable team player with a positive attitude
  • Strong time management skills, capable of working independently under tight deadlines with minimal supervision
  • Ability to manage multiple projects simultaneously
  • Maintains confidentiality and professionalism
  • Highly organized and responsive to change
  • Excellent attendance record
  • Strong verbal and written communication skills
  • Effective problem-solving abilities