Real Time Analyst (wfm) Immediate Joiner (bpo Exp) Gurugram
- TP
- 2 - 6 years
- Noida, Gurugram
- 12 hours ago
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Job Description
Tools: Advance Excel, Basic Knowledge RTA, WFM Metrics
Job Title: WFM Real Time Analyst
Job Summary:
Real-Time Analyst
Summary: A Real-Time Analyst is responsible for live monitoring of queues and agent activity, ensuring adherence and service levels while managing real-time exceptions and reporting.
Roles & Responsibilities
- Monitor queues, service levels, and agent adherence in real time.
- Identify and address issues that impact service levels, such as late logins, unplanned absences, and system outages, taking appropriate action to mitigate the impact
- Support intraday planning and workforce delivery governance.
- Managing BCP situations like Downtime, System issues, etc
- Volume allocation & Calling out Routing issues (Load balancing Vendor /client side)
- Send real-time staffing alerts, outlooks and updates.
- Escalates relevant information on account performance to Management and ensures proper document on major incidents.
- Generate real-time reports: SLA, shrinkage, adherence, RCA.
- Send Staffing Outlook for present day +1 day at the start of shift to share projected plan
- Ensure that schedule exceptions are timely updated to reflect accurate adherence in applicable WFM tool (Like Verint, Aspect, IEX , Teleopti , Genesys cloud)
Skills Required
- 2+ years in contact centers, preferably 1+ Year in RTA.
- Knowledge of WFM systems and ACDs.
- Strong Excel, reporting, and communication skills.
- Ability to react quickly and maintain performance under pressure.
- Awareness of service-level metrics and performance triggers.
Key Responsibilities:
Strong communication skills in English with Good Analytical skills
Ability to work well in and promote a team environment, excellent understanding
Computer knowledge - Knowledge of MS Office (Word, Excel, Power Point)
Proficient in using email (Email Etiquettes)
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: Voice / BlendedRole: Voice / Blended - OtherEmployement Type: Full timeContact Details:
Company: TPLocation(s): Noida, Gurugram
Keyskills: Real Time Analysis SLA Shrinkage Outbound Process Attrition Workforce Management Advanced Excel Good communication skills
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