Real Time Analyst - Rotational Shifts - Pune-Baner & Bangalore-Hebbal

Job Title: RTA (Real Time Analyst)

Work Location: Bengaluru - Hebbal & Pune- Baner

Previous experience: 2+ years

Work Timings: Rotational Shifts (Can change based on business need, must work from the office with global working windows.)

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Job Overview:

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.

Key Responsibilities:

• 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

Skills and Qualifications:

• Demonstrate strong work ethic with attention to detail and a high level of accuracy
• Must have advanced level Microsoft Excel skills – Including advanced formulas, also Word, PowerPoint and Email (VBA, Macros a plus)
• 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 asset

Personal Attributes:

• 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