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Real Time Analyst
2 weeks ago
*Job Description – Real-Time Analyst (RTA)*
*Job Title:* Real-Time Analyst (RTA)
*Department:* Workforce Management (WFM)
*Employment Type:* Full-time
*Salary:* Up to *₹5.5 LPA*
*Key Responsibilities**
* Monitor call, chat, and case queues to maintain SLAs.
* Track agent availability, idle time, and schedule adherence.
* Adjust intraday staffing, breaks, and skill allocations as needed.
* Generate real-time, intraday, and End-of-Day performance reports.
* Publish adherence and compliance reports; highlight anomalies.
* Partner with scheduling, operations, IT, and client teams for issue resolution.
* Provide recommendations for cross-skilling, overflow planning, and staffing balance.
* Support outage management and ensure accurate absentee reporting.
* Contribute to SOPs, reporting dashboards, and process improvement efforts.
*Preferred Skills & Qualifications**
* Graduate or above with **1–3 years of WFM or contact center experience**.
* Proficiency in **MS Excel**, WFM tools (NICE IEX, Aspect, Verint), and ACD systems (Avaya/CMS).
* Strong analytical and problem-solving skills.
* Knowledge of KPIs: SLA, AHT, adherence, occupancy, shrinkage.
* Excellent verbal and written communication.
* Flexible to work across **rotational shifts and time zones**.
Job Types: Full-time, Permanent
Pay: ₹45, ₹50,000.00 per month
Benefits:
- Health insurance
- Provident Fund
Work Location: In person
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