Job Description – Real Time Analyst

About Etech

Etech is a leading provider of customer engagement solutions and services utilizing inbound and outbound voice as well as web chat. For over a decade, we have been helping companies cost effectively acquire new customers and maximize profits by servicing and growing existing customers. We are a Tier One preferred provider for Fortune 500 companies and employ roughly 3,000 team members operating in 8 Global Centers (5 in the US, 2 in India, and 1 in Jamaica)

Company Website: https://www.etechgs.com/

Department: Real Time Analyst

Reports To: Team Leader

Working Hours: Five days a week, Full Time (Flexible with Shift times)

Summary : Real time Analyst is responsible for supporting the Customer Service Teams with respect to the management and operation of associate scheduling and real-time monitoring of work queues ensuring optimal service level delivery.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

· Monitors queue spikes, breaks and aux usage of agents. Ensuring that the queue is well-managed by relaying real-time concerns on AUX time reporting to Supervisors/Floor managers on the floor.

· Sends day-end reports to management team

· Monitors and report real time schedule & Shrinkage adherence and reports non-compliance if any

· Reports intra-day schedule changes to the Supervisors/Manager. i.e., same day callouts and develops a plan to meet schedule requirements.

· Works with WFM to ensure hourly, real-time schedule adherence commitments are being met.

· Work closely with the Account Managers and Supervisors to conduct real-time root cause analysis of impacts to SLA's (i.e. AHT, ACW, Abandonment, actual call volume to forecast ratios, chat types/drivers).

· Assigning schedules for all reps.

· Proactively develop action plans or provide recommendations to the program on effective ways to achieve schedule adherence.





· Identify OCR's/leaders on any violation of the code of conduct and non-adherence to the schedule.

§ Build strong relationships with Team Leader, and team members.

§ Be open and responsive to consistent coaching, take an active role in performance planning and goal setting.

§ Act as a role model at all times, adhere to high ethical standards.

§ Take responsibility and initiative to develop core skills and competencies by being involved in every facet of personal development.

§ Be flexible in an environment by championing and embracing change.

Personal: Excellent Written English skills and Excel (Data Analysis) are a prerequisite.

§ Acts as a role model at all times and adheres to high ethical standard

§ Takes responsibility and initiative to develop core and personal skills

§ Is flexible in an environment by championing and embracing change.

§ Maintains a high degree of confidentiality while conducting day-to-day operations

§ Presents a professional, effective, and service-oriented profile to clients and internal/external customers.

§ Ensures a high level of quality in all administrative efforts.

Knowledge of: Computer programs including Excel, Word, Power Point, Outlook; Training and sales techniques, Company policies and procedures as outlined in the employee handbook; applicable campaign computer programs and procedures.

This is not necessarily an exhaustive list of all responsibilities, duties, performance standards or requirements, efforts, skills or working conditions associated with the job.



While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change (e.g. emergencies, rush jobs, change in the workload or technological developments).
General BPO Terms

- BPO (Business Process Outsourcing): Contracting business functions to a third-party provider.
- Inbound Process: Handling customer calls/messages coming into the center.
- Outbound Process: Making calls to customers (sales, collections, surveys).
- KPI (Key Performance Indicator): Metrics used to measure performance (e.g., AHT, CSAT).
- SLA (Service Level Agreement): Commitment to meet specific performance standards (e.g., answering 80% of calls within 20 seconds).

Workforce Management & RTA-Specific Terms

- Forecasting: Predicting call volumes and workload for effective staffing.
- Scheduling: Assigning shifts to agents based on forecasted demand.
- Adherence: How closely agents follow their assigned schedules.
- Occupancy: Percentage of time agents spend handling calls vs. idle.
- Shrinkage: Time lost due to breaks, absenteeism, training, or meetings.
- Real-Time Monitoring: Tracking live agent status (available, on call, after-call work, idle).
- Queue: Line of waiting customer calls or chats.
- Service Level: Percentage of calls answered within a set threshold (e.g., 20 seconds).

AHT (Average Handle Time): Average time taken to resolve a customer interaction
Interested in this opportunity?
[email protected] +91-XXXXXXXXXX

Pay: ₹25,000.00 - ₹35,000.00 per month

Benefits:

- Health insurance
- Leave encashment
- Provident Fund

Experience:

- 6 months: 1 year (Required)

Language:

- English (Required)

Location:

- Gandhinagar, Gujarat 382055 (Required)

Shift availability:

- Night Shift (Required)

Work Location: In person

📌 Real Time Analyst (Gandhinagar)
🏢 Etech Global Services
📍 Gandhinagar