Real Time Analyst (Back Office)

The Real Time Analyst is responsible for the execution of intraday service performance management across a 24/7 global Contact Centre operation.

Reporting to the Real Time Manager the role focuses on monitoring real-time demand staffing adherence and service levels and executing intraday actions to protect SLAs across multiple channels sites and outsourced partners.

The Real Time Analyst acts as the operational control point for intraday service delivery working in close partnership with Operations and SD Team Managers who retain ownership of people management and agent performance

Qualifications :

Essential Skills & Experience

• Experience in a Real Time / Intraday / WFM Analyst role within a contact centre environment.
• Strong understanding of intraday service management adherence and SLA protection.
• Experience working in a multi-channel contact centre (voice chat messaging).
• Working knowledge of enterprise WFM tools and real-time dashboards (e.g. NICE WFM / IEX or equivalent).
• Strong analytical skills with the ability to interpret and act on real-time data quickly.
• Confident decision execution under pressure with a calm and structured approach.
• Clear concise communication skills when working with operational stakeholders.
• High attention to detail and strong organisational skills.
• Ability to work effectively in a fast-paced always-on (24/7) environment.

Additional Information :

We know that signing top players requires a great starting package and plenty of support to inspire peak performance. Join us and a competitive salary is just the beginning. Working for us you can expect to receive great benefits like:

• Safe home pickup and home drop (Hyderabad Office Only)
• Group Mediclaim policy
• Group Critical Illness policy
• Communication & Relocation allowance
• Annual Health check

And outside of this youll have the chance to turn recognition from leaders and colleagues into amazing prizes. Join a winning team of talented people and be a part of an inclusive and supporting community where everyone is celebrated for being themselves.

Should you need any adjustments or accommodations to the recruitment process at either application or interview please contact us.

Remote Work :

No

Employment Type :

Full-time

Experience: years
Vacancy: 1