Job Title: Real Time Analyst (Command Center)Experience: 1-2 YearsLocation: BengaluruShift: Rotational ShiftsJob SummaryWe are looking for a Real Time Analyst to monitor and manage real-time operational performance within the Command Center. The candidate will be responsible for tracking service levels, workforce adherence, queue performance, and staffing efficiency to ensure business objectives are met.Key Responsibilities

- Monitor real-time dashboards and operational metrics.

- Track Service Level (SL), Average Handle Time (AHT), Abandon Rate, Occupancy, and other KPIs.

- Identify and communicate staffing gaps, volume spikes, and operational risks.

- Manage agent schedule adherence and attendance in real time.

- Coordinate with Operations and Workforce Management teams to optimize resource allocation.

- Generate real-time reports and provide actionable insights to stakeholders.

- Escalate service level risks and recommend mitigation actions.

- Support intraday planning and monitor forecast versus actual performance.

Required Skills





- Minimum 1 year of experience in Workforce Management (WFM), Real Time Management, or Command Center operations.

- Good understanding of contact center metrics and workforce planning concepts.

- Proficiency in MS Excel (Pivot Tables, VLOOKUP/XLOOKUP, Reporting).

- Experience with WFM tools such as Genesys, NICE or similar platforms is preferred.

- Solid analytical and problem-solving skills.

- Excellent communication and stakeholder management abilities.

Qualifications

- Graduate in any discipline.

- 1+ year of experience in a Real Time Analyst, WFM Analyst, or Command Center role.

Preferred

- Experience supporting voice, chat, email, or back-office operations.

- Knowledge of Power BI/Tableau reporting is an added advantage.

Key Competencies: Analytical Thinking | Attention to Detail | Decision Making | Communication | Multitasking | Stakeholder Management

📌 Real Time Analyst (Command Centre) (Bengaluru)
🏢 Bridgestone - Global Capability Center
📍 Bengaluru