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Real time analyst Hyderabad

Real time analyst Hyderabad

Deliveroo

1 - 3 years

4 - 8 Lacs

hyderabad

Posted:-1 days ago| Platform:

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Skills Required

analytical skills real time analyst service level operational support french staffing healthcare customer service monitoring wfm

Work Mode

Work from Office

Job Type

Full Time

Job Description

The selected individual will be in charge of overseeing our customer service team in real time globally, reporting to the Global Real Time Manager. You will analyse data using WFM methods and software, and you will suggest ideas and actions for both long-term planning and short-term reactions to various possible crises.

What you ll be doing:

Monitoring service levels

RTAs monitor service levels for all queues at all sites, and ensure that they meet efficiency and service level goals.

Monitoring agent performance

RTAs monitor agent performance and adherence to schedules. They also intervene when necessary to address any situation such as spike in the demand or issues with the supply from the vendor side.

Adjusting staffing

RTAs adjust staffing levels to meet service level agreements (SLAs). This may include re-skilling agents, arranging PTO, or leveraging overtime.

Communicating changes

RTAs communicate changes to incoming contact patterns to operations and the WFM team. They also communicate the impacts of events to the team responsible for short term planning.

Preparing reports

RTAs prepare and send reports related to the performance of each key stakeholder. They may also feed a daily log that summarizes the results of KPIs and the main reasons for compliance or non-compliance.

Requirements

Must be proactive and able to work independently
Strong attention to detail and accuracy is essential
Strong sense of urgency
Monitor and manage workforce performance in Real Time, this will mean to work in evenings, weekends and some Bank Holidays.
Minimum of a year and proven experience in Workforce and Real Time Management
Desired proven experience of WFM systems such as Teleopti, IEX or similar WFM systems
Strong Excel or Google Sheet modelling skills; for example, using pivot tables and index match formula
Proven analytical skills and mindset
Proven track record of creating strong relationships with customer care operations, support teams and outsources partners
Proven experience working in a fast pace environment
Fluent French speaking and writing is beneficial

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Real time analyst Hyderabad