Real Time Analyst

Etraveli Group is a globally leading company in tech solutions and fulfillment capabilities for online sales of flights. We aim to simplify complexity by connecting millions of flights and travelers worldwide, assisting from search and selection to the trip and beyond. Our portfolio includes consumer online travel agency brands like Mytrip, GoToGate & Flight Network, along with serving Booking.com with flights. Additionally, strategic partnerships have been established with renowned companies such as Skyscanner, Google Flights, and TUI. Our dedicated team of over 2500 professionals is committed to making the world more accessible for our customers while fostering growth opportunities for our employees. With major offices in Sweden (HQ), Canada, Greece, India, Poland, and Uruguay, we are proud to offer a diverse and passionate environment. Location: Mumbai / Pune **Duties & Responsibilities:** - Monitor queue level performance and report any significant deviations from volume forecast, AHT assumptions, and shrinkage factors to Operations and WFM leadership. - Drive real-time management performance for In-house contact centers and Vendors. - Implement skilling and priority changes for In-house contact centers and Vendors. - Constantly monitor, track, communicate, and document real-time floor activities adhering to defined processes. - Approve and plot real-time schedule exceptions and create accurate, timely, and relevant intraday reports. - Develop contingency plans for unexpected events, conduct root cause analysis, and provide operational actions when required. - Publish intraday reports and attendance at regular intervals. - Recommend overtime requirements and fulfill ad-hoc data and analysis requests along with regular reporting. - Proficiently work on worksheets. **Requirements:** - Excellent written and verbal communication skills. - Strong interpersonal skills for effective cross-geographic interaction. - Proficiency in MS Office applications (MS-Word, Excel) & Google Sheets. - Good analytical skills and knowledge of WFM tools, preferably experience with Genesys Purecloud. - Possess good business acumen. - Minimum education requirements: Undergraduate - Diploma / HSC pass (10+2),