Real-Time Analyst

• The CoinDCX journey: building tomorrow, todayAt CoinDCX, we believe CHANGE STARTS TOGETHER
• You are the driving force that will help us make Web3 accessible to all
• In the last six years, we have skyrocketed from being India s first crypto unicorn to carrying a community of over 125 million with us
• To continue maximising the adoption and acceleration of Web3, we are now focused on developing cutting-edge products, addressing accessibility and security challenges, and bridging the gap between people and Web3 technologies
• While we go ahead and keep dominating the Web3 world, we would like to HODL you on our team! Join our team of passionate innovators who are breaking barriers and building the future of Web3
• Together, we will make the complex simple, the inaccessible accessible, and the impossible possible
• Boost your innovation to an ALL TIME HIGH with us!Inside CoinDCX s Customer Success TeamOur Customer Success team is dedicated to ensuring our users get the most out of their CoinDCX experience
• We build strong relationships, providing support and guidance to help users achieve their goals in the world of digital finance
• If you re passionate about customer satisfaction and success, join us in creating exceptional experiences that turn users into advocates
• You need to be a HODLer of theseEducation: Any Bachelor s degree is preferred

Experience:

• Minimum 2-3 years of experience in a real-time analyst or similar role within a contact center or operations environment
• Strong understanding of Workforce Management tools and practices (eg, Sprinklr, NICE, Verint, Aspect, etc
• ) Added advantage for strong understanding of Sprinklr
• Experience in real-time monitoring, workforce optimization, and performance management
• Skills: Proficiency in data analysis and reporting tools (MS Excel, MS Powerpoint, Google Sheets) Ability to work with various software platforms for scheduling and reporting
• Strong analytical and problem-solving skills
• Excellent communication and interpersonal skills
• Ability to work well under pressure and manage multiple priorities
• You will be mining through these tasksReal-Time Monitoring and Analysis: Monitor live performance across multiple channels (eg, help desks, and chat support)
• Track key performance indicators (KPIs) such as service levels, wait times, and agent utilization, agent adherence
• Ensure that service levels are being met by tracking workforce performance and adjusting real-time schedules as necessary
• Workforce Management Support: Support the Workforce Management team by analyzing scheduling trends, forecasting variances, and adjusting break times, shift changes, or overtime to meet demand
• Communicate with agents and supervisors regarding adherence to schedules, breaks, and any real-time changes or adjustments
• Data Reporting and Performance Insights: Generate and distribute real-time performance reports and alerts to managers and key stakeholders
• Identify patterns or trends in operational data, and proactively flag issues that may impact performance or service delivery
• Provide actionable insights to improve efficiency and reduce operational disruptions
• Adherence and Escalation Management: Track agent adherence to scheduled start times, breaks, lunches, and end-of-shift times
• Work with team leaders to address any performance issues and escalate where necessary
• Problem Solving and Issue Resolution: Quickly analyze and address any issues affecting service levels (eg, high call/chat volumes, unanticipated absenteeism, or technical difficulties)
• Escalate issues as needed and propose solutions to minimize impact on service levels
• Collaboration and Communication: Work closely with the Service Delivery, Workforce teams to ensure scheduling and staffing are optimized
• Communicate regularly with supervisors and managers regarding real-time adjustments, agent performance, and any service level risks
• Assist with training and educating staff on best practices for meeting real-time performance standards
• Continuous Improvement: Identify opportunities for improving operational processes, forecasting accuracy, and overall performance
• Participate in regular meetings to discuss trends, challenges, and ways to improve efficiency and effectiveness
• Are you the oneOur missing block You are knowledge-hungry when it comes to VDA and Web3, always eager to dive deeper and stay ahead in this evolving space
• The world of Web3 and VDA excites you, fueling your curiosity and driving you to explore new opportunities within this dynamic landscape
• You act like an owner, constantly striving for excellence, impact, and tangible results in everything you do
• You embrace a We over Me mindset, growing individually while fostering the growth of those around you
• Change is your catalyst, igniting your passion to build and innovate
• You think outside the box, unbound by limitations or doubt, always pushing the boundaries of what s possible
• Kindly Note: Shift-based work may be required (including evenings, weekends, or holidays)
• Occasional overtime to support high demand periods
• Fast-paced environment with a focus on meeting service level objectives
• Perks That Empower YouOur benefits are designed to make a lasting impact on your life, giving you the freedom to create a work-life balance that truly suits you
• Design Your Own Benefit: Tailor your perk package to fit your unique needs
• Whether you re eyeing a new gadget or welcoming a furry friend into your life, our flexible benefits ensure that you can prioritize what matters most to you
• Unlimited Wellness Leaves: We believe in the power of well-being
• Take the time you need to recharge, knowing that your health is our priority
• With unlimited wellness leaves, you can return refreshed, ready to build and grow
• Mental Wellness Support: Your mental health is as important as your professional growth
• Benefit from access to health experts, free counseling sessions, monthly wellness workshops, and regular team outings, all designed to help you stay balanced and connected
• Bi-Weekly Learning Sessions: These sessions are more than just updates they re opportunities to fuel your growth
• Stay ahead with the latest industry knowledge, sharpen your skills, and accelerate your career in an ever-evolving landscape