Gurugram, Haryana

Job Summary

A Lead Analyst in the Business Process Outsourcing (BPO) industry is responsible for monitoring and managing the real-time operation of the contact center along with reporting at multiple platforms like Looker Studio, SQL Script and Database Management. RTAs ensure that the center meets its service level agreements (SLAs) and key performance indicators (KPIs) by optimizing workforce management and responding to any immediate operational issues. And providing reporting of all KPI Metric’s.

Key Responsibilities

Real-Time Monitoring: Continuously monitor call queues, agent status, and overall contact center performance to ensure adherence to SLAs.

Intraday Management: Manage intraday staffing levels, making adjustments to schedules and reallocating resources as necessary to meet demand.

Design, develop, and maintain interactive dashboards using Looker Studio and SQL, PLX Script Dashboard Studio.

Develop advanced dashboards using PLX scripting for complex analytics use cases.





Perform data modelling and database design to support analytics and reporting requirements.

Write, optimize, and maintain complex SQL queries for large and complex datasets.

Implement query performance tuning and optimization best practices.

Performance Reporting: Generate and analyze reports on contact center performance, including call volume, average handling time (AHT), and service levels.

Incident Management: Identify and address any operational issues in real-time, such as system outages or unexpected spikes in call volume.

Communication: Serve as the primary point of contact for real-time operational updates, communicating with supervisors, managers, and other stakeholders as needed.

Workforce Optimization: Collaborate with the workforce management team to develop and implement strategies for improving contact center efficiency and performance.

Adherence Management: Monitor agent adherence to schedules and take corrective actions when deviations o

📌 Senior Analyst (Gurugram)
🏢 HCLTech
📍 Gurugram