Real Time Analyst (12 months FTC)

Overview

Monitor live service levels, manage intraday adherence, and react to volume fluctuations across multi-channel support operations (Voice, Chat, Email, and In-App Tickets) for a fast-paced financial services environment.

What you'll do

• Monitor real-time contact center queues, routing configurations, and agent states across multiple channels to maintain target SLAs and service levels.
• Track intraday volume trends, handle time (AHT), and occupancy, making real-time adjustments as required.
• Monitor and manage agent adherence to schedules, breaks, and off-phone activities in real time; proactively address anomalies with operational supervisors.
• Act as the primary point of contact for floor supervisors during staffing shortages, system outages, or unexpected volume spikes; coordinate tactical shift adjustments.
• Review and approve/deny ad-hoc schedule exceptions, shift trades, and offline training requests based on live capacity.
• Generate real-time and end-of-day operational performance reports, highlighting trends, shrinkage impact, and SLA performance metrics.
• Provide feedback on forecasting and scheduling gaps to the WFM capacity planning team to improve future schedule accuracy.

What you'll need

• 2 to 5 years of proven experience as an RTA, Command Center Analyst, or WFM Specialist within a fast-paced contact center or customer operations environment.
• Hands-on experience with industry-standard WFM tools (e.g., NICE, Verint, Genesys, or Assembled).
• Advanced proficiency in Excel/Google Sheets.
• Strong capability to interpret live data streams, anticipate volume spikes, and execute quick, structured decisions under high pressure.
• Excellent interpersonal and verbal communication skills to coordinate effectively with floor management and global teams.
• Willingness to work in dynamic shifts/rotational environments supporting extended or 24/7 financial operations.

Nice to have

• Familiarity with FinTech operations, high-priority transaction support queues, or digital financial services.

Details

• Location: Bangalore, India.
• Hybrid work mode: three days in the office.
• Employment type: 12 months fixed-term contract (FTC).
• Number of openings: 1.
• Shift work: dynamic shifts/rotational environment supporting extended or 24/7 financial operations.