Real Time Analyst

· Monitors queue spikes, breaks and aux usage of agents. Ensuring that the queue is well-managed by relaying real-time concerns on AUX time reporting to Supervisors/Floor managers on the floor.

· Sends day-end reports to management team

· Monitors and report real time schedule & Shrinkage adherence and reports non-compliance if any

· Reports intra-day schedule changes to the Supervisors/Manager. i.e., same day callouts and develops a plan to meet schedule requirements.

· Works with WFM to ensure hourly, real-time schedule adherence commitments are being met.

· Work closely with the Account Managers and Supervisors to conduct real-time root cause analysis of impacts to SLA's (i.e. AHT, ACW, Abandonment, actual call volume to forecast ratios, chat types/drivers).

· Assigning schedules for all reps.

· Proactively develop action plans or provide recommendations to the program on effective ways to achieve schedule adherence.

Identify OCR's/leaders on any violation of the code of conduct and non-adherence to the schedule

Job Type: Full-time

Pay: ₹25,000.00 - ₹35,000.00 per month

Benefits:

• Cell phone reimbursement
• Commuter assistance
• Leave encashment
• Paid sick time
• Paid time off
• Provident Fund

Work Location: In person