Contact Center Performance Analyst

Curefit Healthcare Pvt Ltd, founded in 2016, is India’s largest fitness company and wellness platform. Cult, from the house of Curefit, was established with a mission to make fitness easy, fun and accessible to everyone, and has emerged as a community celebrating the joy of fitness. The brand today offers a range of fitness services ranging from group workouts, gyms and personalized fitness solutions, as well as an expansive selection of quality fitness products for the everyday athlete. The company’s vision is to empower everyone towards an active and healthier lifestyle through innovative fitness solutions, enabled by technology.

As a Sr Executive in our Contact Center Control Tower, you will be central to ensuring smooth and efficient operations. You'll be responsible for managing MIS, Workforce Management (WFM), and Real-Time Management (RTM) functions. Your key focus will be on monitoring real-time performance, analyzing data to identify trends and issues, deriving actionable insights, and driving course correction to optimize our sales and customer support teams.

Roles & Responsibilities

• MIS & Reporting : Develop and maintain key performance reports and dashboards. Ensure data accuracy for decision-making.
• Workforce Management (WFM) : Oversee scheduling, forecasting, and capacity planning to meet operational needs.
• Real-Time Management (RTM) : Monitor live contact center activity and agent performance. Identify and address immediate operational challenges.
• Real-Time Monitoring : Continuously track key metrics and agent adherence to schedules. Flag deviations and escalate as needed.
• Data Analysis & Insights : Analyze performance data to identify trends, root causes of issues, and opportunities for improvement.
• Course Correction : Based on real-time observations and data analysis, recommend and implement immediate adjustments and long-term solutions to enhance efficiency and KPIs.
• Collaboration : Work closely with operations managers, team leaders, and other stakeholders to ensure alignment and effective strategy execution.

Qualifications :