Real Time Analyst

Startek (Aegis Customer Support Services Pvt. Ltd.); Bengaluru; On-site; INR 300,000 - 420,000; Full time

Benefits offered by this job

Free Transportation (2-way cab)

Quarterly Bonus

Job summary

Startek (Aegis Customer Support Services Pvt. Ltd.) in Bengaluru (ITPL) is seeking a Real-Time Analyst/WFM professional to monitor operations across channels and drive intraday staffing decisions. You will track SLA metrics, occupancy, and AHT, while coordinating with operations and training teams.

The role requires 1 year in RTA/WFM, strong Excel skills, and the ability to work in rotational shifts. This full-time position offers growth within a global CX environment.

Qualifications

• 1 year of experience in Real-Time Analysis (RTA) or WFM roles.
• Strong understanding of WFM concepts and real-time management.
• Excellent analytical and stakeholder management skills.

Responsibilities

• Monitor real-time operations across voice, chat, email, and other channels.
• Track service level, AHT, occupancy, abandonment, staffing, and queue performance against targets.
• Monitor agent schedule adherence, attendance, breaks, AUX status, and offline activities.
• Identify staffing gaps, overstaffing, and potential SLA risks and take real-time actions.
• Coordinate with Operations, WFM, Training, and other teams to manage intraday requirements.
• Manage break schedules and adjustments based on volumes and staffing needs.
• Monitor shrinkage, absenteeism, overtime, and staffing movements.
• Provide timely alerts to leadership on service-level risks and deviations.
• Support intraday forecasting with insights on volumes and productivity vs. plan.
• Ensure adherence to client WFM processes and guidelines.
• Participate in daily/weekly performance reviews and highlight trends.

Skills

Real-Time Management

WFM

Stakeholder management

Education

Bachelor's degree

Tools

MS Excel

Job description

5 days working Rotational Shifts and 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

• Monitor real-time operations across voice, chat, email, and other customer service channels.
• Track service level, AHT, occupancy, abandonment, staffing, and queue performance against business targets.
• Monitor agent schedule adherence, attendance, breaks, AUX status, and offline activities.
• Identify staffing gaps, overstaffing, and potential SLA risks and take appropriate real-time actions.
• Coordinate with Operations, WFM, Training, and other support teams to manage intraday requirements.
• Manage break schedules and recommend adjustments based on business volumes and staffing requirements.
• Monitor and manage shrinkage, absenteeism, overtime, and staffing movements.
• Provide timely alerts to Operations and WFM leadership regarding service-level risks and operational deviations.
• Support real-time decision-making during volume spikes, unexpected absenteeism, system issues, or other operational challenges.
• Maintain accurate real-time reports and dashboards and share periodic performance updates with stakeholders.
• Support intraday forecasting by providing insights on actual volumes, staffing, and productivity versus plan.
• Ensure adherence to client-specific WFM processes, policies, and operating guidelines.
• Participate in daily/weekly performance reviews and highlight trends, gaps, and improvement opportunities.

Eligibility Criteria

• Minimum 1 year of experience into RTA
• Bachelor's degree
• Strong understanding of WFM and Real-Time Management concepts.
• Good knowledge of SLA, AHT, occupancy, adherence, shrinkage, and staffing metrics.
• Strong analytical and problem-solving skills.
• Ability to make quick and effective decisions in a fast-paced environment.
• Excellent communication and stakeholder management skills.
• Good working knowledge of MS Excel, including Pivot Tables, VLOOKUP/XLOOKUP, and basic reporting.
• Ability to work under pressure and manage multiple priorities.
• Strong attention to detail and accuracy.
• Flexible to work in rotational shifts & week offs

Interview Process

• HR Screening
• Excel Test - Virtual
• Operations Round
• Salary discussion

Benefits

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