Real Time Analyst

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What We Offer

  • Transportation allowance
  • Canteen Subsidy
  • Night Shift allowance as per process
  • Schedule Attendance Bonus
  • Health Insurance
  • Tuition Reimbursement
  • Incentive components campaign wise
  • Work-Life Balance Initiatives
  • Rewards & Recognition

What You’ll Be Doing

  • Supporting the Customer Service Teams with respect to the management and operation of associate scheduling and real-time monitoring of work queues ensuring optimal service level delivery
  • Monitors queue spikes, breaks and aux usage of agents. Ensuring that the queue is well-managed by relaying real-time concerns on AUX time reporting to Supervisors/Floor managers on the floor
  • Sends day-end reports to management team
  • Monitors and report real time schedule & Shrinkage adherence and reports non-compliance if any
  • Reports intra-day schedule changes to the Supervisors/Manager. e., same day callouts and develops a plan to meet schedule requirements.
  • Works with WFM to ensure hourly, real-time schedule adherence commitments are being met.
  • Work closely with the Account Managers and Supervisors to conduct real-time root cause analysis of impacts to SLA’s (i.e. AHT, ACW, Abandonment, actual call volume to forecast ratios, chat types/drivers).
  • Assigning schedules for all reps.
  • Proactively develop action plans or provide recommendations to the program on effective ways to achieve schedule adherence.
  • Identify OCR’s/leaders on any violation of the code of conduct and non-adherence to the schedule.

What We Expect You To Have

  • Bachelors with 1+ years of experience or equivalent combination of education and relevant experience
  • Hands-on experience of MS Office Suite and advanced knowledge of excel including simple to complex formulae OR similar reporting tools/methodologies.
  • Build strong relationships with Team Leader, and team members.
  • Be open and responsive to consistent coaching, take an active role in performance planning and goal setting.
  • Act as a role model at all times, adhere to high ethical standards.
  • Take responsibility and initiative to develop core skills and competencies by being involved in every facet of personal development.
  • Be flexible in an environment by championing and embracing change.
  • Excellent Written English skills and Excel (Data Analysis) are a prerequisite.
  • Acts as a role model at all times and adheres to high ethical standard
  • Takes responsibility and initiative to develop core and personal skills
  • Is flexible in an environment by championing and embracing change
  • Maintains a high degree of confidentiality while conducting day-to-day operations.
Job Title : Real Time Analyst
Department : Etech Technology Solutions (ETS)
Reports to : Team Leader
Location : Gandhinagar
Schedule & Shift : Flexible with Shift times
Hours : Six days a week, Full Time

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