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 valuable 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 audie

📌 Workforce Strategy Solutions (Hyderabad)
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📍 Hyderabad