Real time analyst OR Realtime analyst

Job Description

Our client, a renowned telecommunication company, that provides broadband communications and video services across United States is looking to hire enthusiastic Real-time Analysts for its operations in Mumbai.

Reporting to Adherence supervisor, you will be responsible for monitoring and managing workforce KPIs in real time utilising Alvaria applications like Cisco.

Responsibilities include but not limited to:

• Tactfully communicate with business leaders to request actions that will maximise utilization of personnel, meet targeted call center service levels quality standards and effectively serve customers to ensure service level goals are met within the care and sales organizations.
• Responsible for maximising performance of the contact centers by analysing real time statistics measuring performance to forecast and projecting future performance based on historical data.
• You will also be responsible for intraday staff adjustments (including OT and VTO) to help manage occupancy and ASA through real time monitoring and analysis of contact volumes, AHT and staffing requirements compared to forecast.

• A high school diploma or equivalent, along with relevant work experience and technical training, is required.
• Candidates should have at least one year of analytical and operational experience, preferably in a call center setting.
• A solid understanding of arrival patterns and dependencies is essential, as well as advanced proficiency in MS Excel, including the use of pivot tables, graphing, and similar tools.
• The ideal candidate will possess strong critical thinking skills, the ability to make data-driven recommendations, and a proven track record of contributing analytically to departmental success.
• Must be willing to work in the night shift.
• Proficiency in report coordination and development is necessary, along with the ability to manage multiple tasks simultaneously and collaborate effectively across various business units.
• The role requires working well under pressure to meet deadlines, functioning independently with minimal supervision, and building and maintaining productive relationships at all organizational levels.

The job offers very good salary and other perks.

If you are interested and available, please email your CV to [Confidential Information]. Otherwise, kindly refer someone for the role.