MIS Executive
3 days ago
Job Summary:
We are seeking a proactive and detail-oriented Real-Time Analyst (RTA) to join our Workforce Management (WFM) team. The RTA will be responsible for monitoring intraday call center performance, ensuring staffing levels meet service goals, and making real-time adjustments to optimize agent efficiency and customer experience.
Key Responsibilities:
- Monitor real-time queues, agent statuses, and performance metrics across multiple channels (phone, chat, email).
- Ensure service level agreements (SLAs), average speed of answer (ASA), and other KPIs are met by adjusting schedules and resources in real-time.
- Communicate with operations and team leaders regarding intraday performance, outages, attendance issues, and workload balancing.
- Update schedules in WFM software to reflect call-outs, late logins, early logouts, and other exceptions.
- Recommend actions to correct workforce imbalances or improve adherence.
- Generate intraday and end-of-day performance reports for management.
- Collaborate with forecasting and scheduling analysts to ensure accurate future planning.
- Participate in daily and weekly performance meetings to report on real-time trends and escalations.
- Advanced excel mandatory.
Requirements:
Experience- 1.5 yrs exp on paper
shift timing - Rotational ( 09Am to 09PM ) working window
Working days- 6 days (1 Day rotational off)
Benefit: Provident Fund ,
Job Type: Permanent
Pay: ₹15, ₹20,000.00 per month
Benefits:
- Provident Fund
Work Location: In person
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