This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Analyst, Real Time Adherence based in India.
This role offers the opportunity to support workforce optimization by monitoring real-time operations and helping teams deliver exceptional customer experiences.
The ideal candidate will analyze contact center performance, identify operational gaps, and provide timely insights to support business decisions.
You will work closely with operations and workforce management teams to maintain schedule adherence and optimize staffing efficiency.
The position combines real-time analysis, reporting, problem-solving, and cross-functional collaboration in a fast-paced workplace.
You will contribute to improving service levels by monitoring call activity, identifying trends, and supporting effective resource allocation.
Working with multiple systems and stakeholders, you will play a key role in ensuring operational continuity and performance excellence.
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Accountabilities:




The role will focus on monitoring real-time contact center performance, ensuring schedule adherence, and providing accurate operational insights to support workforce management decisions. Key responsibilities include:
Monitoring real-time schedules, staffing levels, and agent adherence to ensure compliance with workforce plans.
Tracking call volumes across multiple queues and responding to fluctuations in demand, staffing levels, wait times, and abandonment rates.
Identifying staffing gaps, call routing issues, and operational anomalies through real-time monitoring tools.
Supporting operations teams with same-day performance updates, volume forecasts, and workforce-related insights.
Providing regular reporting, including bi-hourly, daily, weekly, and monthly performance reports to support business decisions.
Collaborating with workforce management teams and other real-time analysts to ensure consistent coverage and accurate operatio

📌 Analyst, Real Time Adherence (India)
🏢 Jobgether
📍 India