Real Time Analyst

Startek (Aegis Customer Support Services Pvt. Ltd.); Bengaluru; On-site; INR 600,000 - 750,000; Full time

Benefits offered by this job

Free Transportation (2-way cab)

Job summary

Startek is seeking an experienced Real Time Analyst Executive at its ITPL, Bengaluru location. The role involves forecasting call volumes, scheduling, real-time monitoring, and performance management to ensure optimal service levels.

The position requires 1 year of relevant experience and strong communication skills. You will work in a dynamic environment with rotational shifts and a focus on intraday staffing optimization, aiming to deliver excellent customer experiences for our international

Qualifications

• Minimum educational qualification: 12th Std Pass (No Backlogs).
• Strong communication and interpersonal skills to interact with customers professionally.
• Minimum 1 year of experience in a similar role.
• Only International experience is preferred.

Responsibilities

• Forecasting call volume: demand forecasting, skill-based forecasting, and real-time adjustments.
• Scheduling: shift planning, breaks, time-off management, and overtime scheduling.
• Real-time monitoring: agent availability, performance tracking, and queue management.
• Performance management: tracking KPIs/SLAs, quality assurance, and coaching.
• Staffing optimization: resource allocation and off-peak vs peak balancing.
• Intraday management: adjusting schedules, breaks, and shift changes as needed.

Skills

Communication skills

Interpersonal skills

Experience in similar role

Education

12th Pass

Tools

WFM Software

IVR & ACD Systems

Job description

STARTEK welcomes experienced professionals for the role of Real Time Analyst Executive

Crafting careers with precision, Elevate your career journey.

5 days working - Rotational shifts & Rotational Week Offs

Location - ITPL, Bengaluru

About US

Our associates are central to our mission of combining people, technology, and data to deliver customer experience excellence for leading brands. As a global CX solutions provider with 38,000 people in 12 countries, our teams come from many different backgrounds with rich and varied experiences. Our Values unite us, creating a shared set of behaviors that are common to all associates across Startek regardless of region or role. Our Values work together to guide our decision-making and shape the experience of our associates, our clients, and our shareholders.

Job Description

Forecasting Call Volume

1. Demand Forecasting: Predicting the number of inbound and outbound calls the center will receive, based on historical data, trends, seasonality, promotions, and marketing campaigns.
2. Skill-Based Forecasting: Anticipating the need for different skill sets (e.g., technical support,customer service, sales) based on customer needs.
3. Real-Time Adjustments: Making real-time forecasts when unexpected surges or drops in call volume occur.

Scheduling

1. Shift Planning: Creating schedules that ensure sufficient agents are available to handle forecasted call volumes, while also considering agents' availability, preferences, and time-off requests.
2. Breaks & Lunches: Managing employee breaks and lunches to avoid understaffing during peak call times.
3. Time-Off Management: Approving or denying requests for paid time off (PTO), sick leave, or vacation days while balancing the staffing requirements.
4. Overtime Scheduling: Organizing overtime if needed during periods of high demand, ensuring compliance with labor laws and company policies.

Real-Time Monitoring

1. Agent Availability: Continuously monitoring agent availability and real-time adherence to their schedules, ensuring minimal disruptions.
2. Performance Tracking: Observing key metrics in real-time, such as average handle time (AHT), service levels, and call abandonment rates, to adjust staffing as needed.
3. Queue Management: Adjusting staffing to reduce wait times and maintain service levels during call surges.

Performance Management

1. KPIs and SLAs: Tracking key performance indicators (KPIs) such as average response time, first-call resolution (FCR), customer satisfaction (CSAT), and call abandonment rates.
2. Quality Assurance: Monitoring agent performance and ensuring adherence to scripts, tone, and quality standards to ensure excellent customer service.
3. Coaching & Training: Identifying performance gaps and implementing coaching, training, and development programs to improve agent performance.

Staffing Optimization

1. Resource Allocation: Ensuring the right number of agents with the appropriate skill sets are scheduled for each shift based on call volume and skill requirements.
2. Off-Peak and Peak Balancing: Ensuring that agent numbers are optimized for low and high traffic times to avoid under- or over-staffing.

Intraday Management

1. Adjusting Schedules: Modifying agent schedules in real-time based on changing conditions such as high call volume, unexpected absences, or early shift completions.
2. Break and Shift Adjustments: Ensuring that break times and shift changes do not disrupt call center operations, maintaining adequate staffing levels throughout the day.

Data Analysis & Reporting

1. Historical Analysis: Analyzing past performance data to improve forecasting accuracy and scheduling efficiency for future periods.
2. Reporting: Providing reports on various metrics such as agent productivity, service levels, call volume,and customer satisfaction to leadership for strategic decision-making.
3. Trend Analysis: Identifying patterns or emerging trends in call volume, customer needs, or employee performance to proactively adjust processes and staffing.

Technology and Tools

1. WFM Software: Using advanced WFM tools and software to automate forecasting, scheduling, and real-time monitoring, helping to optimize call centre operations.
2. IVR & ACD Systems: Integrating with Interactive Voice Response (IVR) systems and Automatic Call Distribution (ACD) systems to improve call routing, minimize wait times, and optimize agent utilization.

Strategic Planning & Long-Term Staffing

1. Growth Planning: Planning for long-term staffing needs based on the businesss growth, projected call volume increases, or new service offerings.
2. Scenario Planning: Developing contingency plans for unexpected situations (e.g., a sudden surge in calls or a large-scale event) to maintain service levels.

Eligibility Criteria

• Minimum Educational Qualification 12th Std Pass(No Backlogs),
• Strong communication and interpersonal skills to interact with customers in a professional and empathetic manner.
• Minimum 1 year of experience in similar role
• Only International Experience

Interview Process

• HR Screening
• Operations Round
• Final Discussion Round
• Salary discussion

Benefits

• Free Transportation (2-way cab provided round the clock)