Real Time Analyst

Winzons; India; On-site; INR 600,000 - 900,000; Full time

Job summary

Winzons is seeking a Real-Time Analyst to monitor intraday performance across contact center operations and ensure SLAs and KPIs are met. You will adjust scheduling, routing, and resources in real time to optimize coverage and service quality.

The role requires strong analytical skills, experience with WFM platforms, and the ability to collaborate with cross-functional teams in a fast-paced environment.

Qualifications

• Bachelor's degree or equivalent in Business, Operations, Analytics, or related field.
• 25 years of experience in real-time or workforce management roles within a call center.
• Experience with WFM platforms such as NICE IEX, Verint, Genesys WFM, or Aspect.
• Excellent analytical and problem-solving abilities.
• Strong communication and collaboration across teams and departments.

Responsibilities

• Monitor real-time supply and demand movement and rater activities.
• Track KPIs and adherence to forecasts and SLAs.
• Make real-time staffing decisions to optimize coverage.
• Identify trends and alerts and escalate appropriately.
• Collaborate with team leaders and operations managers to align decisions.
• Prepare intraday and end-of-day reports highlighting performance.
• Monitor occupancy and shrinkage and provide feedback on schedules.
• Use WFM tools to update schedules and performance metrics.
• Support daily briefings and post-shift reviews with data insights.

Skills

Analytical thinking

Problem-solving

Decision-making

Communication

Collaboration

Education

Bachelor's degree

Tools

NICE IEX

Verint

Genesys WFM

Aspect

Job description

Job Summary

The Real-Time Analyst (RTA) is responsible for monitoring and managing intraday performance across multiple teams or contact center operations. The RTA ensures service level agreements (SLAs), productivity metrics, and staffing efficiency targets are met by making real-time adjustments to scheduling, routing, and resource allocation. This role plays a critical part in ensuring optimal service delivery and customer satisfaction through proactive operational support.

Key Responsibilities

Monitor real-time supply demand movement, TQM, and rater activitiesMonitor key performance metrics to ensure adherence to forecasted schedules and SLAs/KPIs.Make real-time decisions and recommendations to adjust staffing as needed to optimize coverage.Proactively identify trends and alerts such as volumes, absenteeism, or system outages, and elevate appropriately.Collaborate with team leaders, workforce planners, and operations managers to align real-time decisions with business goals.Prepare and distribute intraday, end-of-day, and shift reports highlighting performance, variances, and key incidents.Track agent adherence, occupancy, and shrinkage, and provide feedback to improve schedule compliance.Use workforce management (WFM) software tools to monitor and update schedules and performance metrics.Support daily operational briefings and post-shift reviews with actionable data insights.

Qualifications

Bachelor’s degree or equivalent experience in Business, Operations, Analytics, Data Analyst or a related field.25 years of experience in real-time or workforce management roles within a call center or customer service environment.Proficiency with workforce management platforms (e.g., NICE IEX, Verint, Genesys WFM, Aspect).Should be comfortable with day shift as well night shift.Strong analytical, problem-solving, and decision-making skills.Excellent communication and collaboration abilities across teams and departments.Ability to work in a fast-paced, dynamic environment with strong attention to detail.