MIS Executive

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: ₹15,000.00 - ₹20,000.00 per month

Benefits:

• Provident Fund

Work Location: In person