Real Time Analyst

TekWissen; Hyderabad; On-site; INR 400,000 - 600,000; Full time

Benefits offered by this job

Equal opportunity employer

Job summary

TekWissen Group is seeking a Real Time Analyst (HR Assistant II) to join our onsite team in Hyderabad. The role focuses on real-time monitoring in a call center, intraday reporting, and managing AUX states, with emphasis on SL, volume, and backlog analysis.

The ideal candidate has 1+ year in customer service, strong Excel skills, and experience with Microsoft Office applications. Bachelor's degree required; equal opportunity employer.

Qualifications

• 1+ years of customer service experience.
• 1+ years of Microsoft Office products and applications experience.
• Mandatory exp in excel.

Responsibilities

• Real Time monitoring in a Call Center environment (SL, volume, backlog, waits) with Excel templates.
• Write root cause analyses of service failures.
• Intraday reporting including call outs.
• Manage AUX states / non-adherence and escalate to Planning & Vendor teams.

Skills

Real Time Monitoring

Excel

Microsoft Office

Customer Service

Workforce Management

Education

Bachelor's degree

Job description

Overview

TekWissen is a global workforce management provider that offers strategic talent solutions to our clients throughout India and world-wide. Our client is a company operating a marketplace for consumers, sellers, and content creators. It offers merchandise and content purchased for resale from vendors and those offered by thirdparty sellers.

Job Title: Real Time Analyst (HR Assistant II)

Location: Hyderabad

Job Type: Contract

Work Type: Onsite

Job Description

The Top Key Resposibilities

• Working knowledge in Real Time monitoring in Call Center environment (SL, Volume Offered/Incoming/Handled vs. STF/Commit, Outsourcing %, age and size of email backlogs, missed contacts, calls in queue, wait time.) and excel templates.
• Able to write root case analysis of any service failure.
• Intraday Reporting (including call outs).
• Manage AUX states / non-adherence and escape to the corresponding Planning & Vendor teams.

Mandatory Requirements

• 1+ years of customer service experience
• 1+ years of Microsoft Office products and applications experience
• Mandatory exp in excel

Preferred skills

• Working knowledge in the client's Connect.
• 1+ years of customer service experience
• 1+ years of Workforce Management (Real Time Monitoring) experience in Call Center environment.
• 1+ years of Microsoft Office products and applications experience

Education or Certification

• Bachelor's degree with good academic record.

TekWissen Group is an equal opportunity employer supporting workforce diversity.