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Senior Real Time Analyst (WFM Managed Services)
2-8 years
₹ 2.02 - 8.326L/yr (AmbitionBox estimate)
This is an estimate of the average salary range for this
position. It has not been reviewed by the company, and
the actual salary may differ.
Hyderabad / Secunderabad
1 vacancy
Senior Real Time Analyst (WFM Managed Services)
IntouchCX
posted 28d ago
Job Role Insights
Fixed timing
Key skills for the job
Job Description
The Senior Real Time Analyst position will be responsible for providing Workforce Management (WFM) as a service (RTA role) for a client command center. This person will be managing the vendor network.
As Senior Real Time Analyst (RTA), You Will
Act as shift point of contact:
- Overlook the team in the absence of the Manager/Supervisor
- Conduct RTA huddles and pass updates to the team
- Act as SME and train new members in the team
Queue management:
- Monitor client enterprise service KPIs (service level) and staff performance across all vendors throughout the day
- Situational management (vendor level)
- BCP situations: Tools issues, WFM Systems issues, etc.
- Routing / downtime issues - Create and manage war room o Make announcements about outages on respective client tools.
- Intraday Management
- Facilitate daily syncs with clients/vendors to review performance
- Monitor forecast vs actual governance at the enterprise level (service KPIs, handling capacity, shrinkage, handle time, service levels)
- Re-forecast within the day to project staffing gaps and share across the network to address over/under staffing
- Approve and push extra time/VTO/off phone requests by vendors
- Communicate directly with the stakeholders on trends, staffing levels, and mitigation tactics needed to improve service levels performance
- Perform root cause analysis (end of day) & provide updates to enterprise network & leadership team
Reporting:
- Track daily/weekly/monthly performance and provide context on the following metrics:
- Service Level/ASA
- Shrinkage/Absenteeism
- EOD reports
Additional tasks:
- Provide regular feedback to the planning and scheduling team
As Senior Real Time Analyst (RTA), You Have
- A University education with a technical background (mathematical or statistical course desirable) is preferred
- 3+ years previous call center experience required
- Minimum 1 year WorkForce Management experience is required
- Previous work experience working with Global vendors is considered an asset
- Advanced level of MS Excel/Google sheets
- Pivot Tables
- V-Lookup/X-Lookup
- Index/Match
- Ability to create charts/graphs
- 1+ years of previous experience with any WFM tools is required
- NICE IEX
- Aspect eWFM
- Verint
- Calabrio
- Knowledge of programming / Tableau will be an asset
- Excel/BI/Reporting tools certifications will be an asset
- Good communication skills,local language and English (required)
- Additional languages would be an asset
- Ability to identify emerging trends, measure impact on the business and use good judgment
- Experience in facilitating meetings
- Proactively distill and analyze data, charts, and graphs into actionable insights & present recommendations to stakeholders and other audiences
- Able to collaborate with client s cross-functional teams and vendor RTA teams
- Clear and concise, written and verbal communication (in English)
- Fundamental understanding of call center metrics
Employment Type: Full Time, Permanent
Read full job descriptionIntouchCX Interview Questions & Tips
Prepare for IntouchCX Senior Real Time Analyst roles with real interview advice
Top IntouchCX Senior Real Time Analyst Interview Questions
Q1. What do you know about ecommerce?
asked in
Customer Service Executive interview
Q2. What are the benefits of using ecommerce services rather than going to shopping/markets in person?
asked in
Customer Service Executive interview
Q3. How important customers satisfaction means to you?
asked in
Senior E Support Officer interview
What people at IntouchCX are saying
Rating based on 6 Senior Real Time Analyst
reviews
Anonymous · Customer Success, Service & Operations
in Hyderabad / Secunderabad
Likes
Giving more opportunities developing ourselves
Dislikes
Appraisals is too delay
- Salary - Poor
+3 more
Senior Real Time Analyst salary at IntouchCX
reported by
12
employees
with 2-9
years exp.
₹2
L/yr - ₹8.9
L/yr
23%
more
than the average Senior Real Time Analyst Salary in India
View more details
What IntouchCX employees are saying about work life
based on 1.9k employees
Strict timing
Rotational Shift
No travel
Night Shift
IntouchCX Benefits
Submitted by Company
Health Insurance Job Training
Submitted by Employees
View more benefits 
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