Real Time Analyst

Role Summary

The 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 Responsibilities

1. Real-Time Queue & Performance Monitoring

• Monitor call/chat/email queues, AHT, hold time, response time, and service level in real-time.
• Track agent productivity, adherence, absenteeism, and shrinkage during live operations.
• Identify and report performance deviations immediately to operations.

2. Workforce & Capacity Management

• Update intraday staffing requirements based on volume fluctuations.
• Manage agent skilling, re-skilling, and schedule changes to balance workload.
• Coordinate breaks, log-in/log-out adherence, and shift adjustments.

3. Reporting & Analytics

• Prepare intraday, hourly, and end-of-day performance reports.
• Highlight SLA risks and operational gaps through clear data insights.
• Maintain dashboards for service level, occupancy, forecast vs. actual, and queue analysis.

4. Communication & Coordination

• Communicate alerts to supervisors and operations leaders regarding SLA risks.
• Coordinate with Quality, HR, Training, and Ops for real-time interventions.
• Participate in huddles and provide RTM insights.

5. Tools & System Management

• Work on WFM tools such as IEX, Avaya CMS, Verint, NICE, Genesys, or similar platforms.
• Monitor multiple channels (voice, email, chat, social) simultaneously.
• Update exceptions, schedule changes, and aux management in the WFM system.

Required Skills & Competencies

• Strong knowledge of real-time monitoring and workforce management concepts.
• Proficiency in Excel (pivot tables, VLOOKUP, reporting).
• Familiarity with WFM/ACD tools (IEX, Avaya, Verint, Amazon Connect, NICE, Genesys).
• Strong analytical and problem-solving skills.
• Excellent communication and quick decision-making ability.
• Ability to handle pressure in a fast-paced environment.

Interested Candidate contact HR Jasmine @9821112741 or send your resume at hr1@atiyahealthcare.com

Job Types: Full-time, Permanent

Pay: ₹20,000.00 - ₹25,000.00 per month

Work Location: In person