Real Time Analyst_Bangalore

Job Description:

Exp Range: 1-2 Yrs (for L1) and 3+ Yrs (for L2)

Working Location: Bangalore (Client Side)

Roles & Responsibilities of Intraday Analyst

1.            Alerts about higher AHT, Agents becoming unavailable, Long break/lunch times, Late Logins, Inappropriate Aux Usage, Unplanned shrinkage.

2.            Work on Exception handling based on the real time adherence (Keys daily exceptions requests, updates schedules and responds to escalated issues and ad-hoc requests.)

3.            Protect Service Levels by responding to Staffing Fluctuations

4.            Identifying trends that impact SLA's, performance metrics and adherence early enough to react in time to make a difference

5.            Leverage the agents skills and agents performance information to positively impact the queue

6.            Monitor low call volume times and service levels to find idle time and push off-phone work

7.            Assign tasks based on agent performance (Controlled  Interaction)

8.            Report about how Idle time is being used out of overall idle time

9.            Suggest VTO/VOT (Voluntary Time off & voluntary overtime) to account supervisors based on the queue stats (Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data.)

10.          Provide inputs to forecasters/schedulers  if noticed any specific trends in Volumes  and AHT which enable them to work towards refining the volume forecasts and schedules

11.          Notify for any downtime in feeds to the WFM team and Operations

12.          Send out hourly performance updates including interval and intraday SVLs, % to forecast, ASA, and callouts.

 Qualifications –

1.            Exposure to the contact center environment

2.            Minimum 1 to 2 Year experience in real time analyst role

3.            Knowledge on Workforce Management tool (IEX), Avaya (ACD) Phone system

4.            Knowledge on call center reporting and metrics required

5.            Proficiency in Microsoft Office Applications word & excel

6.            Strong Analytical Skills required to critically assess situations and make decisions in real time

7.            Excellent problem solving and decision-making skills.

8.            Ability to operate effectively in a team environment

9.            Excellent oral and written communication skills and interpersonal skills

Interested candidate share the updated resume at anamika@bncthirdeye.com