Real-Time Analyst||Rotational Shifts ||Night Shift|| Immediate joiner

Innodata India

1 - 3 years

5 - 7 Lacs

noida

Posted:1 day ago| Platform:

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Skills Required

real time analysis workforce management resource allocation routing scheduling iex forecasting rta wfm

Work Mode

Work from Office

Job Type

Full Time

Job Description

Real-Time Analyst (RTA)

Key Responsibilities:

Monitor real-time supply demand movement, TQM, and rater activities
Monitor key performance metrics to ensure adherence to forecasted schedules and SLAs/KPIs.
Make real-time decisions and recommendations to adjust staffing as needed to optimize coverage.
Proactively identify trends and alerts such as volumes, absenteeism, or system outages, and escalate appropriately.
Collaborate with team leaders, workforce planners, and operations managers to align real-time decisions with business goals.
Prepare and distribute intraday, end-of-day, and shift reports highlighting performance, variances, and key incidents.
Track agent adherence, occupancy, and shrinkage, and provide feedback to improve schedule compliance.
Use workforce management (WFM) software tools to monitor and update schedules and performance metrics.
Support daily operational briefings and post-shift reviews with actionable data insights.

Qualifications:

Bachelors degree or equivalent experience in Business, Operations, Analytics, or a related field.
1–3 years of experience in real-time or workforce management roles within a call center or customer service environment.
Proficiency with workforce management platforms (e.g., NICE IEX, Verint, Genesys WFM, Aspect).
Strong analytical, problem-solving, and decision-making skills.
Excellent communication and collaboration abilities across teams and departments.
Ability to work in a fast-paced, dynamic environment with strong attention to detail.

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