Executives

A Real Time Analyst monitors live operations and provide insights for Optimal Operation Management.

1. Real-Time Monitoring & Operations
Monitor call queues, agent status, and operational performance in real time
Track, document, and communicate agent activity across multiple lines of business
Identify deviations from forecast (e.g., spikes in volume or staffing gaps) and take immediate action

2. Workforce Management & Staffing
Adjust schedules, breaks, and lunches based on actual conditions to maintain service levels
Recommend and deploy overtime or voluntary time off (VTO) to balance staffing
Reallocate resources and execute skill changes when needed

3. Performance Monitoring & Analysis
Analyze key metrics such as service level, occupancy, adherence, and average handle time
Compare actual performance vs. plan and identify risks or improvement opportunities
Provide proactive insights on trends that may impact operations

4. Reporting & Communication
Prepare and publish intraday and real-time performance reports with accuracy and timeliness
Deliver interval updates and communicate critical operational insights to stakeholders
Support leadership with data for decision-making

5. Issue Management & Escalation
Act as the first point of contact for operational issues, outages, or escalations
Provide immediate recommendations to mitigate risks such as understaffing or volume surges
Coordinate with operations, team leaders, and support groups to resolve issues quickly

6. Compliance & Adherence Management
Ensure agents follow schedules and raise alerts for non-adherence
Monitor productivity and flag outliers for corrective action
Ensure pre-planned activities are executed as scheduled

Graduate in any stream (B. Com. Grad. preferred)