Real Time Analyst

About CleanHarbors

Clean Harbors Inc. (www.cleanharbors.com) is a NYSE listed US based $4.3 billion company. Clean Harbors was founded in 1980 near Boston by Mr. Alan S. McKim, who today remains the company’s Chairman and CEO.Everywhere industry meets environment, Clean Harbors is on-site, providing premier environmental, energy and industrial services. Clean Harbors employs a dedicated workforce of 18,000 employees and has over 450 service locations across the U.S., Canada and Mexico. Beyond addressing the environmental needs of its more than 300,000 customers, the Company has been on the front lines of addressing some of the largest emergency response events in North America of the past several decades including the BP Oil Spill in the Gulf of Mexico, the anthrax attacks in New York, the 2015 avian flu outbreak that devastated the poultry industry, Hurricanes Katrina, Rita and Sandy, and the oil pipeline breaks that affected the Yellowstone and Kalamazoo rivers, along with other major chemical releases into the environment.Clean Harbors India has been strategically established as the Global Capability Center (GCC) to serve our parent company. We take pride in serving some of the most tech savvy business stakeholders at Clean Harbors. The GCC employees form part of our globally integrated teams that provide cutting-edge IT solutions and production support across platforms. Our shared services teams work seamlessly with their global counterparts in providing critical 24x7 support in various functions including Finance, HR, Procurement, IT and Operations. Our aggressive growth plans open significant career advancement opportunities for our employees.

Responsibilities

• Job Title: RTA (Real Time Analyst)
• Previous experience: 2+ years
• Work Location: Bengaluru/Pune
• Work Timings: Rotational Shifts (Can change based on business need, must work from office with global working windows.)
• Responsibility:
• Role Summary: Interpret, analyze, read, and make recommendations that improve a workforce with an eye on reducing overhead and increasing customer satisfaction and experience. Serve as a primary point of contact for workforce management policies and are subject matter experts on workforce optimization steps. Also ensure service-level targets are being met and maintain the proper headcount while calculating call capacity.
• Job Description: ▪Oversee call volume management, daily attendance, and scheduling ▪Assist in developing metrics and performance targets for services ▪Collaborate with the operations team to analyse and enhance delivery processes ▪Propose ideas for process and service improvements ▪Prepare and distribute internal reports on a daily, biweekly, and monthly basis ▪Utilize trends and reports to predict future requirements ▪Support projects and handle additional tasks as needed
• Skill/Expectations: ▪Demonstrate strong work ethic with attention to detail and a high level of accuracy ▪Experience with WXCC, Calabrio an asset ▪Ability to multi-task, focus and complete reports for extended periods of time
  

▪Previous Call Center Experience Required

▪Previous Work Force Management experience is considered an assetMust have advanced level Microsoft Excel skills – Including advanced formulas, also Word, PowerPoint and Email (VBA, Macros a plus)

Qualifications

Personal Attributes:

▪Overall, 1-2 years of experience with learning management systems▪Proactive and able to take initiative▪Adaptable team player with a positive attitude▪Strong time management skills, capable of working independently under tight deadlines with minimal supervision▪Ability to manage multiple projects simultaneously▪Maintains confidentiality and professionalism▪Highly organized and responsive to change▪Excellent attendance record▪Strong verbal and written communication skills▪Effective problem-solving abilities