Responsibilities:nn * Oversee agent schedules and shift activities in real-time to effectively manage ongoing changes, agent adherence, and absenteeism.n * Continuously update and adapt skilling strategies throughout the day to ensure service level targets are consistently achieved.n * Prioritize and action high-importance items promptly and efficiently.n * Utilize or develop experience in WFM or Real-Time Analyst roles, although prior experience is not mandatory.n * Apply in-depth knowledge of contact center operational management methodologies and principles to enhance overall efficiency.n * Proficiently use various computer software programs such as MS Excel, Teams,



and Outlook for data analysis and communication purposes.n * Employ a creative problem-solving approach and actively foster team collaboration to address operational challenges.n * Demonstrate excellent interpersonal and communication skills to interact effectively within the team and with stakeholders.n * Operate comfortably in a fast-paced, high-stress production environment, ensuring smooth operations even under pressure.n * Minimum 2+ years experience in WFMn * Should be flexible with rotational US Shifts.n * Should have hands-on experience on NICE IEX, Genesys, Avaya CMS and Verint.nnnnThe Real Time Analyst role requires a proactive, adaptable individual with a robust grasp of real-time operational management within a contact center environment. The position demands swift decision-making abilities and a keen eye for detail to maintain service level targets while optimizing the workforce.n

📌 BPO Planning & Scheduling Senior Associate (Chennai)
🏢 Recognized
📍 Chennai