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 ToolsContact Center Platforms (Cisco UCCE, Genesys Cloud CX, Avaya)