Real Time Analyst

IntouchCX; Hyderabad; On-site; INR 350,000 - 550,000; Full time

Job summary

IntouchCX is seeking a Real Time Analyst (RTA) in Hyderabad to monitor real-time performance, analyze data and adjust staffing to meet forecasted volumes for clients. The role involves communicating insights to management and team members, and ensuring adherence to schedules.

The ideal candidate will have strong analytical skills, good communication, and the ability to multitask while learning new software. This is an on-site position based in Hyderabad, India.

Qualifications

• High school diploma or equivalent is required.
• Some post-secondary schooling or completion is preferred.
• Proficient in MS Word and Excel; adaptable to learning new software.

Responsibilities

• Evaluate large amounts of data.
• Communicate data clearly to Management Teams, Team Leaders and team members.
• Adjust staffing and scheduling according to changing business needs.
• Solicit extra hours or voluntary time off to meet forecasted volumes.
• Monitor schedules and address attendance adherence issues.
• Work with team members to ensure they understand their statistics related to the schedule.

Skills

Communication skills

Analytical thinking

Problem solving

Multitasking

Willingness to learn

Education

High school diploma or equivalent

Post-secondary education (preferred)

Tools

MS Word

Excel

Job description

About IntouchCX

IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.

About The Job

We’re looking for a Real Time Analyst (RTA) to be responsible for monitoring, communicating and making changes that positively affect the real-time performance of our team members. The ideal person will have a good understanding of how contact center functions including scheduling, call queues and forecasting volumes by half-hour segments.

As Real Time Analyst, You Will…

• Evaluate large amounts of data
• Communicate data in a clear and concise manner to Management Teams, Team Leaders and team members
• Adjust staffing and scheduling according to changing needs of the business
• Solicit extra hours or voluntary time off from where applicable, to ensure staffing meets forecasted volumes to clients
• Monitor schedules and elevate issues regarding attendance adherence
• Work with team members to ensure they know their statistics related to the schedule

As Real Time Analyst, You Have…

• High school diploma or equivalent (required)
• Some post-secondary or completion of post-secondary schooling (preferred)
• Good communication skillsAdvanced knowledge of MS Word and Excel
• Adaptability to learn a variety of software programs
• A high level of accuracy with regards to data entry
• Strong analytical and problem solving skills
• Willingness to learn and adapt to working in a new environment
• The ability to multitask and self-manage your work day

IntouchCX will never ask for payment, money, financial or banking information during the recruitment process. We only communicate through official channels.

Should you receive a suspicious job offer, or posting, from anyone claiming to be an IntouchCX employee, please report it immediately to [e-mail] for review and validation.