Job Title Real Time Analyst

Reporting to WFM Manager

Responsibilities
• Responsible for real time monitoring, reporting, analysis, tracking, documenting and communicating
agent activity on multiple lines of business through phone, chat or email.
• Ensuring adherence to schedules and raising alerts in a timely manner in case of deviations as per laid
out guidelines.
• Act as a first point of contact for any escalations, outages, system issues or any other production
impacting situations. Follow appropriate procedures.
• Co-ordinate and collaborate with operations and other departments to ensure smooth functioning of the
production environment.
• Recommend procedural and operational guideline changes to improve communications and operational
efficiency.
• Prepare Intra-Day and End-of-Day Client and Internal reports while ensuring timeliness and accuracy of
data.
• Analyzing real-time call trends and adjust staffing to ensure service levels as well as company�s
financial goals.
• Making necessary adjustments to workforce management software to appropriately track the
productivity of Call Center Agents.
• Planning and scheduling off-phone events.
• Maintain confidentiality relative to organizational strategies, objectives, and practices.

Requirements
• 1-3 years of experience in the same capacity
• Strong data analytics and creation of reports
• Experience in automating task/reports that are manual to reduce cycle time and defects.
• Proficient user of Excel and understanding call center statistics a must.
• Knowledge in VBA, macros, linked data, pivot chart tools, design tools are an advantage.
• Experience in developing dashboards, and understandable reports and useful visualization.
• Flexible schedule and excellent attendance record
• Should be amenable to work on different schedules (i.e., Day Shift, Mid Shift, Night Shift)