Real Time Analyst

We at Sterling customer experience India Pvt ltd are Hiring for RTA!

NOTE: ONLY CANDIDATES FROM MUMBAI SHOULD APPLY

Here are the main responsibilities of a real-time analyst in a contact center, particularly when managing workflow and delegating tasks for a back-office team:

Core Responsibilities

1. Real-Time Monitoring:

o Oversee live dashboards and reports to monitor workload, task completion, and team performance.

o Identify and address deviations from key performance metrics in real time.

2. Workflow Management:

o Allocate tasks and manage workflows to ensure even distribution of work across team members.

o Prioritize assignments based on urgency, complexity, and deadlines.

3. Performance Optimization:

o Track real-time productivity and provide guidance to ensure Service Level Agreements (SLAs) and turnaround times are met.

o Adapt resource allocation dynamically to handle spikes in workload or unforeseen challenges.

4. Communication:

o Act as the point of contact for escalations, urgent requests, or workflow adjustments.

o Provide real-time updates and instructions to team members to maintain alignment and efficiency.

5. Incident Management:

o Quickly identify and resolve issues that impact workflow, such as system outages, resource shortages, or performance gaps.

o Escalate critical issues to appropriate stakeholders or management when necessary.

6. Collaboration:

o Work closely with workforce management teams, reporting analysts, and other departments to ensure workflows align with broader operational strategies.

o Coordinate with team leads to provide feedback on staffing needs or process improvements.

7. Data Utilization:

o Use live data insights to identify trends, bottlenecks, and potential areas for immediate improvement.

o Recommend and implement changes to address inefficiencies in real-time processes.

8. Training and Support:

o Provide ongoing coaching or real-time feedback to team members to enhance their performance.

o Ensure new team members understand workflows, task prioritization, and real-time expectations.

9. Documentation and Reporting:

o Maintain accurate records of live performance, workflow adjustments, and decisions made.

o Provide summary reports or updates to management highlighting any critical incidents or successes.

Expected Work Results

1. Effective Workflow Management:

o Tasks are delegated evenly and prioritized correctly, ensuring no bottlenecks or missed deadlines.

o Workflow adjustments are made swiftly to adapt to changes in demand or capacity.

2. SLA and Productivity Goals Achieved:

o Service Level Agreements (SLAs) and turnaround times are consistently met or exceeded.

3. Optimized Resource Utilization:

o Team members’ workload is balanced, ensuring high productivity without burnout.

4. Problem Resolution:

o Issues such as resource shortages or system outages are resolved quickly, minimizing operational impact.

5. Accurate Communication:

o Clear and timely updates are provided to both team members and stakeholders.

6. Real-Time Reporting Accuracy:

o Data and performance updates shared in real time are accurate and actionable.

7. Stakeholder and Team Satisfaction:

o Positive feedback from team members and management regarding the analyst's handling of workflow and communication.

Preferred: Immediate Joiners!