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Sterling Outsourcing

OverviewWe are looking for a detail-oriented and proactive Real-Time Analyst (RTA) to manage and monitor call center operations in real time. The ideal candidate will ensure service levels are met, optimize staffing, and support smooth operational performance.Key Responsibilities<ul><li>Monitor real-time call queues, agent activities, and overall service levels.</li><li>Track and manage adherence, shrinkage, and agent availability.</li><li>Communicate any deviations, call spikes, or staffing gaps to supervisors and management.</li><li>Coordinate with team leaders to ensure proper staffing and schedule adherence.</li><li>Analyze data and generate daily, weekly, and monthly performance reports.</li><li>Manage intraday schedules including breaks, logins, logouts, and skill adjustments.</li><li>Provide real-time support during outages, escalations, and high-volume situations.</li><li>Maintain accurate documentation for attendance, exceptions, and schedule changes.</li><li>Suggest process improvements to enhance efficiency and productivity.</li></ul>Location - Powai (Mumbai)NO RELOCATIONJob Type: Full-timePay: &#8377;30,609.74 - &#8377;56,363.62 per monthBenefits:<ul><li>Health insurance</li><li>Paid sick time</li><li>Provident Fund</li></ul>Work Location: In person

Real Time Analyst

Join Sterling Outsourcing and explore 1   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.

Sterling Outsourcing

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Real Time Analyst