Real-time Analyst

We are hiring!

Job Title: Real-time Analyst

How to Apply:

Click Apply for Position

Requirements:

• Minimum of two years of industry experience in a Workforce Management role within a call center.
• Strong understanding of workforce management principles and tools.
• Strong communication and interpersonal skills.
• Demonstrated capability to thrive in a dynamic business environment encompassing both small and large teams.
• Proficiency in utilizing and comprehending both new and existing workforce management technologies.
• Efficient time management and organizational skills.
• Proactive approach towards achieving successful outcomes.
• High level of analytical ability and attention to detail.

• Proficiency in workforce management analytical skills.
• Ability to work under pressure and effectively problem-solve with critical thinking skills.
• Capability to work independently as well as collaboratively as part of a team.
• Proficiency in MS Excel, including advanced skills and experience.

Tasks and Responsibilities:

• Monitoring agent adherence to schedules and real-time call volumes.
• Identifying and addressing deviations from forecasted call volumes and staffing requirements. Making immediate adjustments to staffing levels and schedules to meet service level targets.
• Analyzing real-time data and performance metrics to identify trends and patterns.
• Providing insights into agent performance and operational efficiency in real-time.
• Maintaining effective communication channels with Team Leaders, Operations, and other stakeholders.
• Providing timely updates on real-time performance and staffing requirements.
• Ensuring compliance with workforce management policies and procedures.
• Recommending updates to policies based on observed trends and changes in operational requirements.
• Identifying and resolving real-time staffing issues and challenges.
• Making data-driven decisions to optimize workforce management processes and improve efficiency.
• Generating real-time reports on key metrics and performance indicators.
• Presenting findings and recommendations to management for continuous improvement.
• Capability to work in the office on a rotating schedule, covering all seven days of the week.

Ready to take your career to new heights? We're InTalent Asia, your go-to recruitment partner in Sri Lanka, and we've got an exciting opportunity for you! Our client is looking for a dynamic individual to fill the role of Real-time Analyst.

At InTalent Asia, we're not just recruiters; we're here to architect your career success. Join us in the journey of matching your skills with unparalleled opportunities. Apply now and see how you can be the perfect fit for this exclusive position!