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IntouchCX
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Workforce Strategy Solutions - Senior Real Time Analyst

Workforce Strategy Solutions - Senior Real Time Analyst

IntouchCX

20 years

3 - 6 Lacs

hyderābād

Posted:1 week ago| Platform: GlassDoor logo

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Skills Required

strategy management engagement ai automation creativity drive support monitoring routing reporting scheduling forecasting service forecast governance staffing network analysis leadership planning excel certifications analyze data graphs communication

Work Mode

On-site

Job Type

Part Time

Job Description

About IntouchCX
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change. About the Job We’re looking for a Senior Real Time Analyst will be responsible for real time management in support of operations monitoring, analyzing, call routing, operational reporting, minimizing impacting issues, communicating, and making changes that positively affect the real-time and command center performance.The ideal person will have a good understanding of how contact center functions including scheduling, call queues and forecasting volumes by half-hour segments. As Senior Real Time Analyst, You Will…

Monitor client enterprise service KPIs (service level) and staff performance across all vendors throughout the day
Intraday Management
Facilitate daily syncs with clients/vendors to review performance
Monitor forecast vs actual governance at the enterprise level (service KPIs, handling capacity, shrinkage, handle time, service levels)
Re-forecast within the day to project staffing gaps and share across the network to address over/under staffing
Communicate directly with the stakeholders on trends, staffing levels, and mitigation tactics needed to improve service levels performance
Perform root cause analysis (end of day) & provide updates to enterprise network & leadership team
Track daily/weekly/monthly performance and provide context
Provide regular feedback to the planning and scheduling team

As Senior Real Time Analyst, You Have…

A University education with a technical background is preferred
3+ years previous call center experience required
Minimum 3 - 5 years WorkForce Management experience is required
Advanced level of MS Excel/Google sheets
Ability to create charts/graphs
Excel/BI/Reporting tools certifications will be an asset
Additional languages would be an asset
Ability to identify emerging trends, measure impact on the business and use good judgment
Experience in facilitating meetings
Proactively distill and analyze data, charts, and graphs into actionable insights & present recommendations to stakeholders and other audiences
Able to collaborate with client’s cross-functional teams and RTA teams
Clear and concise, written and verbal communication skills
Fundamental understanding of call center metrics

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Workforce Strategy Solutions - Senior Real Time Analyst