Workforce Strategy Solutions - Senior Real Time Analyst

IntouchCX

3 - 5 years

6 - 7 Lacs

hyderabad

Posted:1 week ago| Platform:

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Skills Required

root cause analysis real time analyst service level workforce management staffing scheduling operations rta monitoring reporting tools

Work Mode

Work from Office

Job Type

Full Time

Job Description

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 preferred3+ 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 skillsFundamental understanding of call center metrics

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