Real Time Analyst

Position- Real Time Analyst

Location- Vadodara

Time- Flexible to work in night shifts (24*7)

Experience- 6 months to 2 years

Joining- Immediate to 30 days

Role Description

This is a full-time on-site role for a Real Time Analyst located in Vadodara. The Real Time Analyst will monitor and manage workforce resources to ensure optimal staffing levels and operations across various business processes. Responsibilities include overseeing real-time queue performance, ensuring adherence to schedules, analyzing workforce management reports, adjusting staffing allocations as needed, and collaborating with internal teams to meet service level agreements effectively.

Roles and Responsibilities

• Monitors queue spikes, breaks and aux usage of agents. Ensuring that the queue is well-managed by relaying real-time concerns on AUX time reporting to Supervisors/Floor managers on the floor.
• Sends day-end reports to management team
• Monitors and report real time schedule & Shrinkage adherence and reports non-compliance if any
• Reports intra-day schedule changes to the Supervisors/Manager. i.e., same day callouts and develops a plan to meet schedule requirements.
• Works with WFM to ensure hourly, real-time schedule adherence commitments are being met.
• Work closely with the Account Managers and Supervisors to conduct real-time root cause analysis of impacts to SLA’s (i.e. AHT, ACW, Abandonment, actual call volume to forecast ratios, chat types/drivers).
• Assigning schedules for all reps.
• Proactively develop action plans or provide recommendations to the program on effective ways to achieve schedule adherence.
• Identify OCR’s/leaders on any violation of the code of conduct and non-adherence to the schedule.
• Build strong relationships with Team Leader, and team members.
• Be open and responsive to consistent coaching, take an active role in performance planning and goal setting.
• Act as a role model at all times, adhere to high ethical standards.
• Take responsibility and initiative to develop core skills and competencies by being involved in every facet of personal development.
• Be flexible in an environment by championing and embracing change.