Qureos Mentor

UNAYUR MARKETING PRIVATE LIMITED

Role SummaryThe Real-Time Monitoring Executive is responsible for managing live call/queue performance, ensuring optimal staffing levels, monitoring service levels, and supporting operations to meet daily business targets. The role focuses on real-time adjustments, alerts, and communication with operations to minimize SLA impact.Key Responsibilities1. Real-Time Queue &amp; Performance Monitoring<ul><li>Monitor call/chat/email queues, AHT, hold time, response time, and service level in real-time.</li><li>Track agent productivity, adherence, absenteeism, and shrinkage during live operations.</li><li>Identify and report performance deviations immediately to operations.</li></ul>2. Workforce &amp; Capacity Management<ul><li>Update intraday staffing requirements based on volume fluctuations.</li><li>Manage agent skilling, re-skilling, and schedule changes to balance workload.</li><li>Coordinate breaks, log-in/log-out adherence, and shift adjustments.</li></ul>3. Reporting &amp; Analytics<ul><li>Prepare intraday, hourly, and end-of-day performance reports.</li><li>Highlight SLA risks and operational gaps through clear data insights.</li><li>Maintain dashboards for service level, occupancy, forecast vs. actual, and queue analysis.</li></ul>4. Communication &amp; Coordination<ul><li>Communicate alerts to supervisors and operations leaders regarding SLA risks.</li><li>Coordinate with Quality, HR, Training, and Ops for real-time interventions.</li><li>Participate in huddles and provide RTM insights.</li></ul>5. Tools &amp; System Management<ul><li>Work on WFM tools such as IEX, Avaya CMS, Verint, NICE, Genesys, or similar platforms.</li><li>Monitor multiple channels (voice, email, chat, social) simultaneously.</li><li>Update exceptions, schedule changes, and aux management in the WFM system.</li></ul>Required Skills &amp; Competencies<ul><li>Strong knowledge of real-time monitoring and workforce management concepts.</li><li>Proficiency in Excel (pivot tables, VLOOKUP, reporting).</li><li>Familiarity with WFM/ACD tools (IEX, Avaya, Verint, Amazon Connect, NICE, Genesys).</li><li>Strong analytical and problem-solving skills.</li><li>Excellent communication and quick decision-making ability.</li><li>Ability to handle pressure in a fast-paced environment.</li></ul>Interested Candidate contact HR Jasmine @9821112741 or send your resume at hr1@atiyahealthcare.comJob Types: Full-time, PermanentPay: &#8377;20,000.00 - &#8377;25,000.00 per monthWork Location: In person

Real Time Analyst

Join UNAYUR MARKETING PRIVATE LIMITED 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.

UNAYUR MARKETING PRIVATE LIMITED

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Real Time Analyst