Senior Real Time Analyst

14 hours ago

Hyderabad, Telangana, India IntouchCX Full time ₹ 1,20,000 - ₹ 1,80,000 per year

About the Job

The Senior Real Time Analyst position will be responsible for providing Workforce Management (WFM) as a service (RTA role) for a client command center. This person will be managing the vendor network.

As Senior Real Time Analyst (RTA), You Will

Act as shift point of contact:

  • Overlook the team in the absence of the Manager/Supervisor
  • Conduct RTA huddles and pass updates to the team
  • Act as SME and train new members in the team

Queue management:

  • Monitor client enterprise service KPIs (service level) and staff performance across all vendors throughout the day
  • Situational management (vendor level)
  • BCP situations: Tools issues, WFM Systems issues, etc.
  • Routing / downtime issues - Create and manage war room o Make announcements about outages on respective client tools.
  • Intraday Management
  • Facilitate daily syncs with clients/vendors to review performance
  • Monitor forecast vs actual governance at the enterprise level (service KPIs, handling capacity, shrinkage, handle time, service levels)
  • Re-forecast within the day to project staffing gaps and share across the network to address over/under staffing
  • Approve and push extra time/VTO/off phone requests by vendors
  • Communicate directly with the stakeholders on trends, staffing levels, and mitigation tactics needed to improve service levels performance
  • Perform root cause analysis (end of day) & provide updates to enterprise network & leadership team

Reporting:

  • Track daily/weekly/monthly performance and provide context on the following metrics:
  • Service Level/ASA
  • Shrinkage/Absenteeism
  • EOD reports

Additional tasks:

  • Provide regular feedback to the planning and scheduling team

As Senior Real Time Analyst (RTA), You Have

  • A University education with a technical background (mathematical or statistical course desirable) is preferred
  • 3+ years previous call center experience required
  • Minimum 1 year WorkForce Management experience is required
  • Previous work experience working with Global vendors is considered an asset
  • Advanced level of MS Excel/Google sheets
  • Pivot Tables
  • V-Lookup/X-Lookup
  • Index/Match
  • Ability to create charts/graphs
  • 1+ years of previous experience with any WFM tools is required
  • NICE IEX
  • Aspect eWFM
  • Verint
  • Calabrio
  • Knowledge of programming / Tableau will be an asset
  • Excel/BI/Reporting tools certifications will be an asset
  • Good communication skills,local language and English (required)
  • Additional languages would be an asset
  • Ability to identify emerging trends, measure impact on the business and use good judgment
  • Experience in facilitating meetings
  • Proactively distill and analyze data, charts, and graphs into actionable insights & present recommendations to stakeholders and other audiences
  • Able to collaborate with clients cross-functional teams and vendor RTA teams
  • Clear and concise, written and verbal communication (in English)
  • Fundamental understanding of call center metrics

  • Real time analyst

    6 days ago

    Hyderabad, Telangana, India Deliveroo Full time ₹ 5,00,000 - ₹ 12,00,000 per year

    Real Time Analyst - Hyderabad Hybrid role - 3 days office / 2 days home 24/7HR rotational shift patternThe TeamThe central Customer Care management team is expanding rapidly and the Global Workforce Management & Planning team needs to mirror this growth in order to provide outstanding support to our Customer Care teams. We currently cover twelve markets...

  • Real time analyst

    6 days ago

    Hyderabad, Telangana, India Deliveroo Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Real Time Analyst - HyderabadHybrid role - 3 days office / 2 days home24/7HR rotational shift patternThe TeamThe central Customer Care management team is expanding rapidly and the Global Workforce Management & Planning team needs to mirror this growth in order to provide outstanding support to our Customer Care teams. We currently cover twelve markets across...

  • Real time analyst

    6 days ago

    Hyderabad, Telangana, India Deliveroo Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Real Time Analyst - Hyderabad Hybrid role - 3 days office / 2 days home 24/7HR rotational shift pattern The Team The central Customer Care management team is expanding rapidly and the Global Workforce Management & Planning team needs to mirror this growth in order to provide outstanding support to our Customer Care teams. We currently cover twelve...

  • Real Time Money Mule Analyst

    2 days ago

    Hyderabad, Telangana, India HSBC Full time ₹ 1,04,000 - ₹ 1,30,878 per year

    Job descriptionSome careers have more impact than others.If you're looking for a career where you can make a real impression, join HSBC and discover how valued you'll be.HSBC is one of the largest banking and financial services organisations in the world, with operations in 62 countries and territories. We aim to be where the growth is, enabling businesses...

  • Real estate analyst

    2 weeks ago

    Hyderabad, Telangana, India Premier Job Hub Full time

    ???? Property Deal Analyst – Full-Time | Remote | Trusted, Secure Role | Fluent EnglishWe're hiring a highly responsible and detail-obsessed Property Deal Analyst to help us evaluate property investment opportunities with precision and professionalism.You'll be trusted to review deals, calculate returns, check refurbishment estimates, and ultimately decide...

  • Senior Financial Analyst

    2 days ago

    Hyderabad, Telangana, India IntouchCX Full time ₹ 15,00,000 - ₹ 25,00,000 per year

    About the JobWe are changing the way people think about customer service, and we need your helpWe are seeking a Senior Financial Analyst to join our Finance team. Were looking for someone with the vision, experience and passion to make a tangible contribution to our entrepreneurial culture. The ideal candidate will have an analytical mindset and a drive to...

  • Real Time Analyst, Customer Support

    4 days ago

    Hyderabad, Telangana, India Blackbaud Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Job SummaryThe Support Operations Associate creates and manages frontline schedules for Customer Support, ensuring alignment with volume forecasts and proactively addressing staffing gaps. They adjust schedules in real time to handle call-outs or coverage changes, monitor adherence, and recommend intraday changes to maintain target response times. They may...

  • Real Time Analyst, Customer Support

    6 days ago

    Hyderabad, Telangana, India Blackbaud Full time ₹ 2,50,000 - ₹ 7,50,000 per year

    Job Summary:  The Support Operations Associate creates and manages frontline schedules for Customer Support, ensuring alignment with volume forecasts and proactively addressing staffing gaps. They adjust schedules in real time to handle call-outs or coverage changes, monitor adherence, and recommend intraday changes to maintain target response times. They...

  • Senior Financial Analyst

    2 weeks ago

    Hyderabad, Telangana, India Ankura Homes Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    Location: Mokila, HyderabadWorking Days: Monday to SaturdayAbout Ankura HomesAnkura Homesis one of the fastest-growing real estate companies with a strong portfolio of residential projects. With a commitment to quality, innovation, and customer satisfaction, we continue to redefine the housing experience for our customers. We are now expanding our Finance &...

  • Analyst / Senior Analyst -IVRT / IVPT

    1 week ago

    Hyderabad, Telangana, India Energon Labs Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Job Title: Analyst / Senior Analyst IVRT / IVPTCompany: Energon LabsLocation: HyderabadEmployment Type: Full Time, PermanentRole OverviewWe are looking for skilled Analysts / Senior Analysts with expertise in IVRT (In Vitro Release Testing) and IVPT (In Vitro Permeation Testing). The role involves performing studies on topical and transdermal products,...