Real Time Analyst

Job Description

Join Us as a Real Time Analyst! At Etech, we’re searching for a detail-oriented and proactive Real Time Analyst to support our customer service teams in delivering top-tier performance and service. If you're passionate about analytics, operations, and real-time decision-making — we want to hear from you! What You’ll Do: Monitor agent schedules and queue activity in real timeSend end-of-day reports and escalate non-complianceTrack AUX usage, breaks, and shrinkage adherenceWork closely with WFM and Ops teams to meet SLA goalsAdjust intra-day schedules and plan for calloutsRecommend action plans to improve adherence and productivityFlag schedule/code of conduct violations when necessaryEnsure data confidentiality and professional conduct at all times What We Expect You to Have: Bachelor's degree with 1+ year of relevant experienceStrong MS Excel skills (complex formulas, reporting, etc.)Excellent written communication and data analysis skillsAbility to build relationships with team leaders and stakeholdersHigh ethical standards and initiative for self-developmentAdaptability to change and strong problem-solving skillsAbility to maintain confidentiality and work independently Perks & Benefits: Transportation allowanceCanteen SubsidyNight Shift allowance as per processSchedule Attendance BonusHealth InsuranceTuition ReimbursementIncentive components campaign wiseWork-Life Balance InitiativesRewards & Recognition If you're ready to step up and thrive in a dynamic operations role — apply today and grow with Etech!