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Intraday Analyst

Intraday Analyst

Bean HR ConsultingBengaluru, Karnataka, India
22 hours ago
Job description

Job Title : Intraday Analyst – Workforce Management

Location : Bengaluru / Gurugram (Hybrid / WFH – onsite for team meetings / townhalls 1–2 times / month)

Shift : 5 : 30 PM – 2 : 00 AM

Job Type : Individual Contributor (IC)

Job Summary

We are seeking a proactive Intraday Analyst to manage real-time contact center operations. This hands-on IC role requires monitoring live performance metrics, making quick tactical decisions, and collaborating with partners to ensure service level targets are met consistently.

Key Responsibilities

  • Monitor real-time contact center metrics including call volumes, handle times, and agent adherence.
  • Identify trends, anomalies, and potential issues affecting service levels.
  • Take immediate action to address fluctuations in call volume or staffing.
  • Make intraday schedule adjustments and coordinate with team leads for breaks, lunches, or offline activities.
  • Ensure optimal staffing across channels and skill groups.
  • Manage queue prioritization, call routing, and overflow support.
  • Communicate effectively with operations partners about schedule changes, performance status, and risks.
  • Prepare and share intraday performance reports.
  • Identify opportunities to improve intraday management processes.
  • Collaborate with forecasting and scheduling teams for process and performance improvement initiatives.

Required Skills & Qualifications

  • 4+ years of experience in contact center operations or workforce management with a focus on real-time intraday management.
  • Strong analytical and problem-solving skills.
  • Excellent communication and interpersonal skills.
  • Ability to make quick, data-driven decisions in a fast-paced environment.
  • Strong understanding of contact center metrics and KPIs.
  • Hands-on experience with WFM tools such as Aspect, NICE IEX, or Verint.

    • Preferred Tools & Technologies

  • Workforce Management software (Aspect WFM, NICE IEX, Verint)
  • Real-Time Adherence Tools
  • Contact Center Platforms (Cisco UCCE, Genesys Cloud CX, Avaya)
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    Analyst • Bengaluru, Karnataka, India