Real Time Analyst

2 weeks ago

Mumbai, Maharashtra, India Vidpro Consultancy Services Full time ₹ 2,50,000 - ₹ 7,50,000 per year

Responsibilities:

  • Provides exceptional internal customer service by communicating proactively via IM, email, and/or phone with call center stakeholders to achieve targeted service level and other quality standards.
  • Ability to apply critical thinking skills and use decisive judgement under minimal supervision to make important business decisions.
  • Utilizes a variety of software such as Alvaria real time adherence, Alvaria eWorkforce

  • management, Cisco and Aceyus to monitor real time adherence and respond to call centre call drivers.

  • Responds and reacts to call centre call drivers such as outages and planned or unplanned events

  • to ensure the company meets service level targets.
  • Enters and adjusts employee exceptions including updates to schedules via the alarms process
  • taking call outs or working the shared inbox.
  • Responds to meeting, project coaching request shift change requests and other requests to
  • approve or deny the activity.
  • Proactively works to facilitate, approve or deny overtime, generate overtime schedules, voluntary
  • time off, and other requests.
  • Maintain records of all outages with all specific time stamps and follow up actions if applicable.
  • Communicates non-compliance to supervisors via email and/or verbally.
  • Initiate emergency procedures as needed.
  • Assists in data gathering and report preparation.
  • Other duties as assigned.

Qualifications:

  • High school diploma or equivalent work experience and technical training is required.
  • One plus years of analytical and operational experience.
  • Prior experience in a call center environment.
  • Understanding of arrival patterns and dependencies.
  • Extensive knowledge of MS Excel demonstrated pivot tables, graphing, etc.
  • Ability to think critically and make data driven recommendations.
  • Demonstrated track record of analytical contributions to achievement of department goals.
  • Proficiency with report coordination and report development.
  • Ability to handle multiple assignments simultaneously and collaborate across multiple business units.
  • Work well under pressure to meet deadlines and function with minimal supervision.
  • Ability to establish and manage effective relationships at all levels.

Non-technical requirements

  • You have experience working on client-facing roles.
  • You are available to work from our Mumbai office from Day 1 in a rotational shift.

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