Real Time Analyst, Supervisor
On-siteHyderabad, Telangana, India
Job Summary
Develop and grow Real Time Analysts in workforce management across all hours, ensuring accurate tracking of call center schedule adherence and service-level agreements. Serve as the primary point of contact for internal support teams to provide intraday insights and feedback for multiple departments. Collaborate with the Workforce Planning Manager and vendor partners on planning, skilling, and staffing levels to meet SLAs. Oversee robust reporting and ad-hoc duties as needed by Vendor Operations. Manage 24/7 operations while driving improvements in intraday functions and near-term planning. Report to the Workforce Planning Manager.
Required Qualifications
- Expert knowledge of key call center performance metrics such as service level, AHT, adherence, etc.
- Demonstrated skills in all phases of workforce planning, forecasting and Intra-day functions
- At least 3 years experience in workforce management, with 1 year of leadership experience
- Experience with outsourced call centers
- Comfort/experience communicating across job levels with both internal and external partners
- Strong ability to act quickly and adapt to ever changing business conditions
- Strong analytical mindset and multi-tasker
- Fluent with Google Suite
- Experience with WFM Optimization Tool (ie.e Verint, Aspect eWFM, Nice IEX, etc)
- Reporting experience including strong skills within Microsoft Excel and Google Sheets
Desired Qualifications
- Preferably with large multi-site operations (300+)
- Experience with salesforce
- Light database or Tableau knowledge
- Experience with Salesforce preferred but not required
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