Intraday Analyst

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

Preferred Tools & Technologies