Real-Time Analyst
Join our team as a Real-Time Analyst and be the heartbeat of our contact center operations! You’ll monitor live performance, respond to challenges on the spot, and support the team in maintaining peak efficiency. If you thrive in a fast-paced environment and love making decisions in real time, this role is for you.
Responsibilities
- Monitor live dashboards and key performance metrics to track workload, task completion, and SLA adherence.
- Allocate and balance tasks across team members to ensure efficiency and productivity.
- Respond rapidly to incidents such as system outages, resource shortages, or escalations.
- Provide clear real-time updates and instructions to the team; act as the escalation point for urgent workflow issues.
- Collaborate with workforce management, reporting analysts, and operations teams to align real-time activities with business goals.
- Provide immediate feedback and coaching to team members to support performance improvement.
- Prepare and deliver summary updates or reports on real-time performance and critical incidents.
Requirements
- 1–2 years of experience working as a Real-Time Analyst or in a similar workforce management role.
- Strong knowledge of contact center KPIs such as SLA, turnaround times, and productivity metrics.
- Proficiency with workforce management and scheduling tools, as well as live monitoring dashboards.
- Excellent problem-solving and decision-making skills, especially under pressure.
- Strong communication skills to ensure clear task delegation and stakeholder updates.
- Ability to remain calm, detail-oriented, and proactive in high-pressure situations.
- Preferred: familiarity with automation tools, short-term forecasting, and back-office processes.
What we offer
- Annual Salary 5.5-7.5 Lakh
- Health insurance
- A positive atmosphere with excellent work-life balance
- You’ll be joining a network of experienced, innovative, and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to do just that.