Senior Analyst - Real Time

Key Responsibilities:

- Monitor real-time call queues, agent activity, and service levels to ensure targets are met.

- Identify and address any potential issues or deviations from service level agreements (SLAs) promptly.

- Proactively manage intraday staffing levels to optimize service performance.

- Monitor and manage adherence to schedules, breaks, and other planned activities.

- Prepare real-time performance reports and communicate key metrics and trends to management.

- Analyze performance data to identify patterns and make recommendations for process improvements.

- Create and maintain accurate records of intraday activities and events.

- Coordinate with floor supervisors and team leads to manage staff schedules, breaks, and adherence.

- Communicate effectively with stakeholders to provide timely updates and address concerns.

- Provide feedback to workforce management regarding forecasting accuracy.

Qualifications:

Education: Graduate/Post Graduate

Experience:

Experience in a real-time analyst or similar role is an advantage.

Skills:

- Strong analytical and problem-solving skills.

- Excellent communication and interpersonal abilities.

- Proficient in MS Office Suite (Excel, Word, PowerPoint) and real-time monitoring tools.

- Ability to work effectively in a fast-paced and high-pressure environment.

- Knowledge of workforce management principles and practices.

- Flexibility: Willingness to work US shift hours (6:30 PM to 3:30 AM)