Qureos Mentor

<div>
 
 
 Role Summary:
 
 
 
 The Real-Time Analyst (RTA) plays a critical role in ensuring operational efficiency and service delivery performance by actively monitoring, analyzing, and managing real-time activities across multiple queues. This role serves as the first line of defense to ensure service levels and performance metrics are achieved, while supporting operations with timely and accurate reporting, issue escalation, and actionable insights.
 
 
 
 
 
 
 Key Responsibilities:
 
 
 
 
 
 
 
 A. Real-Time Monitoring &amp; Queue Management
 
 
 <ul>
 <li>
 Monitor real-time call, chat, or case queues to ensure service level goals are met consistently.
 </li>
 <li>
 Track and manage agent availability, idle time, and adherence in alignment with intraday staffing plans.
 </li>
 <li>
 Respond to spikes in volume or unexpected events (e.g., call surges, outages, high absenteeism) by adjusting break schedules and recommending intraday actions.
 </li>
 <li>
 Manage agent skill assignments in systems like Avaya/CMS and adjust as needed based on traffic patterns.
 </li>
 <li>
 Conduct pre-shift test calls and validate system readiness at the start of the day.
 </li>
 <li>
 Manage pre- and post-shift overtime to control people costs without compromising service levels.
 </li>
 <li>
 Raise red flags or risk alerts to operations for potential staffing imbalances.
 </li>
 </ul>
 
 
 B. Reporting &amp; Analytics
 
 
 <ul>
 <li>
 Generate and publish real-time and intraday reports covering key metrics such as volume, AHT, SL, staffing, and abandon rates.
 </li>
 <li>
 Produce End-of-Day (EOD) and daily performance summaries for operational review.
 </li>
 <li>
 Track historical performance trends and provide actionable insights for continuous improvement.
 </li>
 <li>
 Publish agent adherence and schedule compliance reports, and highlight anomalies or patterns.
 </li>
 <li>
 Maintain audit trails, issue logs, and action trackers to ensure transparency and accountability.
 </li>
 <li>
 Conduct regular skill audits to verify the accuracy of agent assignments to queues/LOBs.
 </li>
 </ul>
 
 
 C. Coordination &amp; Stakeholder Engagement
 
 
 <ul>
 <li>
 Collaborate with WFM scheduling teams for intraday staffing adjustments or shift/break reschedules.
 </li>
 <li>
 Interface with operations leads, IT teams, and client representatives to coordinate responses to system issues or performance challenges.
 </li>
 <li>
 Attend regular operations, WFM, and client meetings to provide updates and align on goals.
 </li>
 <li>
 Ensure accurate absenteeism reporting by monitoring sick line and validating absence data.
 </li>
 <li>
 Provide proactive recommendations based on real-time insights, such as cross-skilling needs, overflow planning, or LOB-specific focus areas.
 </li>
 <li>
 Support outage management protocols by coordinating communication and resolution steps.
 </li>
 </ul>
 
 
 D. Process Improvement &amp; Support
 
 
 <ul>
 <li>
 Help develop and refine operational playbooks, SOPs, and escalation matrices for real-time management.
 </li>
 <li>
 Support the design and implementation of new reporting templates or dashboards.
 </li>
 <li>
 Contribute to business continuity planning (BCP) by maintaining flexible real-time coverage models.
 </li>
 <li>
 Assist in training new RTAs or operational partners on real-time processes and tools.
 </li>
 </ul>
 
 
 
 
 
 Preferred Skills &amp; Qualifications:
 
 
 <ul>
 <li>
 1&ndash;4years of experience in WFM real-time monitoring or contact center operations.
 </li>
 <li>
 Any graduation and above
 </li>
 <li>
 Strong analytical skills with proficiency in MS Excel, WFM tools (e.g., NICE IEX,)
 </li>
 <li>
 Excellent communication skills, both written and verbal.
 </li>
 <li>
 Ability to work under pressure, prioritize multiple tasks, and manage time effectively.
 </li>
 <li>
 Flexible to work across time zones, based on the program&rsquo;s Hours of Operation.
 </li>
 <li>
 Knowledge of SLA, AHT, adherence, occupancy, shrinkage, and other WFM KPIs.
 </li>
 </ul>
 
 
</div>

Real-Time Analyst

Job Title: InternLocation: Fort, Mumbai 400001, IndiaCompany: HGSAbout Us:At HGS, we&rsquo;re a rapidly scaling business driven by growth and key problem solving. Our dynamic environment is fueled by a dedicated team committed to excellence and collaboration. We are litigation lawyers who also love drawing up contracts in our spare time. We&rsquo;re seeking two motivated Junior Lawyers to join our busy legal team and drive our success forward.Role Overview:As a Junior Inter at HGS, you'll play a crucial role in our legal team, working directly with Senior Counsel and commercial teams. Your primary focus will be on drafting clear, precise, and effective legal documents. We need proactive, detail-oriented individuals ready to tackle legal challenges and support our growth. Your responsibilities will also include managing court appearances, legal case management, serving legal documents, and ensuring effective online filing.Key Responsibilities:Drafting and Reviewing: Prepare and refine legal documents and contracts with accuracy.Support: Assist Senior Counsel with legal matters and offer advice to the commercial team.Research: Conduct legal research and provide actionable insights.Court Running: Manage and attend court appearances as required.Legal Case Management: Oversee case files, track deadlines, and ensure all legal procedures are followed.Serving Documents: Serve legal documents efficiently and in compliance with regulations.Online Filing: Handle effective online filing of documents and case submissions.Collaboration: Work with various departments to address legal needs and ensure compliance.Issue Management: Efficiently handle and resolve legal issues to support business growth.Qualifications:Relevant experience or internships in corporate or commercial law.Demonstrated excellence in drafting legal documents and contracts.Experience with court proceedings, legal case management, and document serving.Proficiency in online filing systems.Knowledge of arbitration and mediation processes.Strong analytical, problem-solving, and communication skills.Proactive and collaborative attitude, adaptable to a fast-paced environment.What We&rsquo;re Looking For:Passion for the legal field and alignment with HGS&rsquo;s values.Excellence in drafting and attention to detail.Ability to manage court appearances and case files effectively.Proficiency in serving legal documents and online filing.Knowledge of arbitration and mediation, and experience in handling these processes is a plus.Good mannerisms and effective communication skills while maintaining protocol and office hierarchy.Ability to build strong relationships with Senior Counsel and team members.Enthusiasm for taking on diverse legal challenges.Commitment to both personal and team success.Why Join Us:Be part of a fast-growing company with professional development opportunities.Enjoy a collaborative, supportive team environment.Engage in impactful legal work with significant business influence.Competitive pay scale with travel allowances.Confidentiality and Non-Disclosure:At HGS, client confidentiality is of utmost importance. As a Junior Intern, you will be required to handle sensitive and confidential information with the highest degree of discretion. You will be expected to sign a non-disclosure agreement to ensure that all client and business information remains protected and confidential.To Apply:Please answer the following questions and send your responses, along with your resume and cover letter, to hgs@hgs7.org with the subject line &ldquo;Junior Lawyer Intern &ndash; [Your Name].&rdquo;Why should we hire you? (100 words)What area of law interests you and why? (100 words)Where do you see yourself in the next 2 years? (50 words)What&rsquo;s your favourite dessert?Retainer: Monthly stipend will be applicable, including travel allowance and official expense reimbursement if any. (As per PQE)Performance oriented bonus shall be available.Job Types: Full-time, Internship, Contractual / Temporary Contract length: 2 monthsPay: From &#8377;3,500.00 per monthWork Location: In person

Legal Intern

Job Title: Junior LawyerLocation: Fort, Mumbai 400001, IndiaCompany: HGSAbout Us:At HGS, we&rsquo;re a rapidly scaling business driven by growth and key problem solving. Our dynamic environment is fueled by a dedicated team committed to excellence and collaboration. We are litigation lawyers who also love drawing up contracts in our spare time. We&rsquo;re seeking two motivated Junior Lawyers to join our busy legal team and drive our success forward.Role Overview:As a Junior Lawyer at HGS, you'll play a crucial role in our legal team, working directly with Senior Counsel and commercial teams. Your primary focus will be on drafting clear, precise, and effective legal documents. We need proactive, detail-oriented individuals ready to tackle legal challenges and support our growth. Your responsibilities will also include managing court appearances, legal case management, serving legal documents, and ensuring effective online filing.Key Responsibilities:Drafting and Reviewing: Prepare and refine legal documents and contracts with accuracy.Support: Assist Senior Counsel with legal matters and offer advice to the commercial team.Research: Conduct legal research and provide actionable insights.Court Running: Manage and attend court appearances as required.Legal Case Management: Oversee case files, track deadlines, and ensure all legal procedures are followed.Serving Documents: Serve legal documents efficiently and in compliance with regulations.Online Filing: Handle effective online filing of documents and case submissions.Collaboration: Work with various departments to address legal needs and ensure compliance.Issue Management: Efficiently handle and resolve legal issues to support business growth.Qualifications:Law degree from a recognized institution.Admission to the Bar in India.Relevant experience or internships in corporate or commercial law.Demonstrated excellence in drafting legal documents and contracts.Experience with court proceedings, legal case management, and document serving.Proficiency in online filing systems.Knowledge of arbitration and mediation processes.Strong analytical, problem-solving, and communication skills.Proactive and collaborative attitude, adaptable to a fast-paced environment.What We&rsquo;re Looking For:Passion for the legal field and alignment with HGS&rsquo;s values.Excellence in drafting and attention to detail.Ability to manage court appearances and case files effectively.Proficiency in serving legal documents and online filing.Knowledge of arbitration and mediation, and experience in handling these processes is a plus.Good mannerisms and effective communication skills while maintaining protocol and office hierarchy.Ability to build strong relationships with Senior Counsel and team members.Enthusiasm for taking on diverse legal challenges.Commitment to both personal and team success.Why Join Us:Be part of a fast-growing company with professional development opportunities.Enjoy a collaborative, supportive team environment.Engage in impactful legal work with significant business influence.Competitive pay scale with travel allowances.Confidentiality and Non-Disclosure:At HGS, client confidentiality is of utmost importance. As a Junior Lawyer, you will be required to handle sensitive and confidential information with the highest degree of discretion. You will be expected to sign a non-disclosure agreement to ensure that all client and business information remains protected and confidential.To Apply:Please answer the following questions and send your responses, along with your resume and cover letter, to hgsHgs7.org with the subject line &ldquo;Junior Lawyer Application &ndash; [Your Name].&rdquo;Why should we hire you? (100 words)What area of law interests you and why? (100 words)Where do you see yourself in the next 2 years? (50 words)What&rsquo;s your favourite dessert?Retainer: Monthly retainer will be applicable, including travel allowance and official expense reimbursement if any. (As per PQE)Performance oriented bonus shall be available.Job Types: Full-time, Contractual / Temporary Contract length: 6 monthsPay: &#8377;144,000.00 - &#8377;180,000.00 per yearWork Location: In person

Junior Lawyer

Join HGS and explore 3   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

HGS

ABOUT_COMPANY

Real-Time Analyst

Legal Intern

Junior Lawyer