Real Time Analyst

Overview

We are looking for a detail-oriented and proactive Real-Time Analyst (RTA) to manage and monitor call center operations in real time. The ideal candidate will ensure service levels are met, optimize staffing, and support smooth operational performance.

Key Responsibilities

Monitor real-time call queues, agent activities, and overall service levels.

Track and manage adherence, shrinkage, and agent availability.

Communicate any deviations, call spikes, or staffing gaps to supervisors and management.

Coordinate with team leaders to ensure proper staffing and schedule adherence.

Analyze data and generate daily, weekly, and monthly performance reports.

Manage intraday schedules including breaks, logins, logouts, and skill adjustments.

Provide real-time support during outages, escalations, and high-volume situations.

Maintain accurate documentation for attendance, exceptions, and schedule changes.

Suggest process improvements to enhance efficiency and productivity.

Location - Powai (Mumbai)

3+ years of experiwnce in RTA