Real Time Analyst

2 weeks ago

Thāne, Maharashtra, India Crescare Solutions Full time ₹ 3,00,000 - ₹ 4,80,000 per year

Job Title:* BPO Real Time Analyst (RTA)- DIALER

*Location:* Thane, Maharashtra

*Salary:* ₹25,000 - ₹40,000 per month

*Shift:* US Shift (6:30 PM to 3:30 AM)

*Cab Facility:* Available

*Working Days:* 5 days a week (Saturday and Sunday fixed week off)

Position Overview:*

We are seeking a detail-oriented and proactive Real Time Analyst (RTA). The ideal candidate will be responsible for real-time monitoring and analysis of operations to ensure optimal performance and service levels. The RTA will work closely with various departments to manage and improve operational efficiency during US shifts.

*Key Responsibilities:*

- *Real-Time Monitoring:*

 - Monitor real-time call queues, agent activity, and service levels to ensure targets are met.

 - Identify and address any potential issues or deviations from service level agreements (SLAs) promptly.

- *Reporting and Analysis:*

 - Prepare real-time performance reports and communicate key metrics and trends to management.

 - Analyze performance data to identify patterns and make recommendations for process improvements.

- *Operational Support:*

Coordinate with floor supervisors and team leads to manage staff schedules, breaks, and adherence.

 - Assist in managing any unexpected changes in call volumes or staffing levels.

- *Issue Resolution:*

 - Respond quickly to unexpected issues, such as system outages or high call volumes, to minimize impact on service delivery.

 - Implement contingency plans as needed and escalate issues to senior management when appropriate.

Qualifications:*

- *Education:* HSC/ Graduate

- *Experience:* Previous experience in a BPO or contact center environment preferred. Experience in a real-time analyst or similar role is an advantage.

- *Skills:*

 - Strong analytical and problem-solving skills.

 - Excellent communication and interpersonal abilities.

 - Proficient in MS Office Suite (Excel, Word, PowerPoint) and real-time monitoring tools.

 - Ability to work effectively in a fast-paced and high-pressure environment.

- *Flexibility:* Willingness to work US shift hours (6:30 PM to 3:30 AM) 

*Benefits:*

- Competitive salary and performance incentives.

- Cab facility for convenience

- Fixed weekends off (Saturday and Sunday).

- Comprehensive benefits package including health insurance and more.

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