Real Time Analyst

Job description:

Job Description

Role Purpose

We are looking for a detail-oriented and analytical Real Time Analyst to support Workforce Management operations in a fast-paced contact center environment. The successful candidate will be responsible for real-time monitoring, forecasting, and staffing adjustments to ensure service level targets and business objectives are achieved.

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Qualifications:

• Bachelor’s Degree / College Graduate
• 1–2 years of contact center experience
• 1–2 years of Workforce Management experience in a call center environment
• Banking industry experience is highly preferred
• Exposure to UK and/or US Banking industry is an advantage

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Key Responsibilities:

• Provide real-time monitoring using Workforce Management (WFM) tools to ensure optimal staffing levels
• Perform intra-day analysis and make necessary adjustments to maximize resource efficiency
• Conduct real-time re-forecasting based on current performance trends
• Coordinate with Operations teams across multi-site locations to meet service level goals
• Produce call volume forecasts (daily, weekly, monthly, and annual)
• Generate and evaluate staffing schedules
• Analyze performance data and provide reports to stakeholders

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Required Skills:

• Strong analytical and problem-solving skills
• Advanced proficiency in MS Excel (reporting, data analysis, formulas)
• Experience with Workforce Management software (scheduling, performance tracking, reporting)
• Strong numerical and data interpretation skills
• Excellent oral and written communication skills
• Good interpersonal and coordination skills

͏ Deliver
  NoPerformance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback2Self- ManagementProductivity, efficiency, absenteeism, Training Hours, No of technical training completed

 

 

Experience: 1-3 Years .

 

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.

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