Workforce Management Real-Time Analyst
On-site · Mumbai, Maharashtra, India
Job Summary
Real-time Workforce Management Analyst responsible for monitoring contact centre performance, making real-time staffing adjustments, building forecasting models, ensuring service levels, maintaining incident logs, and delivering data-driven insights through reports and dashboards. Will work with CS Managers, Supervisors, and agents to balance workloads and improve efficiency; supports configuration and maintenance of contact centre systems within the client services group. Preferred bachelor's degree in Computer Science, Business, Operations Management, Data Analytics, or related field.
Required Qualifications
- Minimum two years of experience in a workforce management or contact centre operations role.
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