Real Time Analyst, Workforce Management

Job Description

Role & responsibilities Real Time Analyst Would act as the first point of contact for all service-related escalations occurring on account of issues such as call routing, technical glitches, unscheduled absence OR any other • Would constantly monitor, track, document and communicate real time floor activities in terms of adherence to process defined AUX/ACW/BREAKS & SHIFTS. • Would ensure availability of analysts on phones as per the business model requirement. Real time queue monitoring (RTQM) • Intraday reporting (Hourly Interval Reports, Productivity Reports) Client Interaction • Would perform other related duties & assignments as required by the Manager. Strong communication skills in English with Good Analytical skills Ability to work well in and promote a team environment, excellent understanding Computer knowledge - Knowledge of MS Office (Word, Excel, Power Point) Proficient in using email (Email Etiquettes) Strong communication skills in English with Good Analytical skills Ability to work well in and promote a team environment, excellent understanding Computer knowledge - Knowledge of MS Office (Word, Excel, Power Point) Proficient in using email (Email Etiquettes) Preferred candidate profile Perks and benefits