Real Time Analyst

Overview

The Real Time Analyst manages intraday workforce operations for a global customer support operation, monitoring queues and service levels while using reporting and AI-assisted tools to identify issues and trends.

What you'll do

• Monitor and manage support queues to meet service levels and staffing needs.
• Improve agent utilization and same-day staffing.
• Coordinate with vendor leaders on staffing, call trends, and troubleshooting.
• Handle intraday requests for the internal support team.
• Report on staffing, contact, service-level drivers, and historical data.
• Assist with call-center tool provisioning and near-term offline planning.
• Recommend process improvements from trends and ad hoc analysis.

What you'll need

• 1–2 years of real-time or workforce-management experience.
• Experience in real-time analysis or contact-center planning and reporting.
• Knowledge of service level, AHT, and adherence metrics.
• Strong analytical abilities.
• Proficiency with WFM tools such as Assembled, Verint, or Nice IEX.
• Proficiency with Google Suite and Microsoft Excel/Sheets.
• Clear communication and collaboration skills.

Nice to have

• Experience with outsourced call centers.

Details

• Location: Hyderabad, India.