Real Time Analyst - Seasonal

ResultsCX Named ‘Major Contender’ in Everest Group; Bengaluru; On-site; INR 600,000 - 900,000; Full time

Job summary

ResultsCX is seeking a Real Time Analyst - Seasonal for Bengaluru, IN. The role focuses on monitoring call queues in real time, managing staffing adherence, and driving KPI performance to meet client goals.

You will collaborate with Global Resource planners to optimize intraday coverage, provide real-time metrics and reporting, and support outage management and incident response. Ideal candidates possess strong analytical, communication, and problem-solving skills and are adept with MS Office.

Qualifications

• Analytical mindset with strong problem-solving skills.
• Excellent attendance and reliability.
• Strong written and verbal communication skills.
• Attention to detail and team player mindset.
• Proficiency in Microsoft Office (Excel, Outlook, Word, PowerPoint, OneNote).

Responsibilities

• Manage multiple call queues in real time.
• Watch staffing levels to ensure planned coverage.
• Manage real-time metrics such as Service Level and Average Speed of Answer.
• Provide outage and crisis management communications.
• Develop KPI Action Plans to drive performance.
• Collaborate with Global Resource planners to optimize intraday staffing.
• Provide real-time skilling adjustments.
• Serve as main contact between Results and Client Partners.

Skills

Analytical mindset

Excellent attendance

Communication skills

Attention to detail

Team player

Problem solving

MS Office suite

Job description

Real Time Analyst - Seasonal

Full Location: Bengaluru - IN

Real Time Analyst - Seasonal

The Real Time Analyst - Seasonal is responsible for monitoring statistics, staffing adherence, list penetration and client key performance indicators. The Real Time Analyst - Seasonal must take actions to ensure the enterprise achieves its clients and internal bill to pay goals.

We expect greater of ourselves... What’s Your Greater? Come find it at ResultsCX!

In this role you will:

• Manage multiple call queues in real time.
• Watch staffing levels at each site to ensure planned coverage is met on the interval level.
• Manage numerous real-time metrics such as: Service Level, Average Speed of Answer, Schedule
• Adherence, Occupancy, Average Handle Time, and After Call Work against a matrix of defined thresholds.
• Provide outage and crisis management (Facilitating communications between IT teams and site management.)
• Manage Interval, daily, weekly and monthly plan objectives
• Provide Key Performance Indicator – (KPI) reporting to Client and Results management teams
• Develop and Implement KPI Action Plans to drive performance goals.
• Work closely with the Global Resource planners (forecasting and scheduling) to ensure optimal staffing coverage on daily and weekly basis.
• Provide real-time skilling adjustments.
• Serve as the main contact point between Results and our Client Partners.
• Provide real-time leadership to Local Resource Planners (LRPs) assisting the enterprise in managing the intraday staffing requirements.

We are looking for someone who has:

• An analytical mind set.
• Excellent attendance.
• Strong written and verbal communications skills
• Strong attention to detail
• A team player mindset
• Exceptional problem solving skills
• Proficiency in Microsoft Office applications such as Excel, Outlook, Word and Powerpoint & One Note knowledge is a plus.

About ResultsCX:

ResultsCX is a premier customer experience partner to Fortune 100 and 500 companies. We design, build, and deliver digitally influenced customer journeys that achieve the satisfaction and loyalty brands need to thrive and grow, while improving efficiency and reducing costs. ResultsCX’s 30+-year track record for reimagining the customer experience to meet consumers’ evolving expectations has driven growth to more than 20 geographic hubs and approximately 20,000 colleagues worldwide. Our core expertise extends to actionable analytics, contact center as a service (CCaaS), and our own SupportPredict AI-powered digital experience platform. Our strength lies in exceptional individuals working together in a high-performing, fun culture to deliver next-generation customer experiences on behalf of our clients.

Results-CX is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected factors under federal, state, or local law.