Reporting Analyst - Real Time Analyst

Cross Country Infotech; Pune District; On-site; INR 600,000 - 900,000; Full time

Job summary

Cross Country Infotech in Pune is seeking a Real-Time Analyst to monitor live performance, manage staffing, and ensure service levels meet targets. You will translate data into actionable recommendations and coordinate with operations to optimize coverage.

Ideal candidates bring strong analytical skills, excellent communication, and solid knowledge of contact center KPIs, dashboards, and intraday management, with proficient Excel capabilities.

Qualifications

• Strong analytical and problem-solving abilities with translating data into insights.
• Excellent communication and interpersonal skills for stakeholder interaction.
• Knowledge of contact center KPIs such as SLA, ASA, AHT, occupancy, service level, shrinkage, and schedule adherence.
• Experience with real-time monitoring dashboards and reporting systems.
• Intermediate to advanced Excel skills.
• Knowledge of workforce planning and intraday management principles.

Responsibilities

• Monitor real-time operational performance, including service levels, staffing, occupancy, productivity, and adherence.
• Track employee attendance, schedule adherence, breaks, lunches, and other workforce activities.
• Identify staffing shortages, overstaffing, unexpected absences, and operational trends.
• Make real-time recommendations or adjustments to staffing and employee schedules when required.
• Coordinate with Operations, Workforce Management, Team Leaders, and Supervisors to address performance gaps.
• Monitor queues, workloads, and service levels and escalate issues as needed.
• Prepare and communicate real-time performance updates to relevant stakeholders.
• Analyze intraday performance and recommend corrective actions to maintain service-level targets.
• Support intraday forecasting and identify deviations from planned staffing requirements.
• Maintain accurate records of attendance, exceptions, schedule changes, and operational incidents.
• Generate daily, weekly, and monthly reports related to workforce and operational performance.
• Assist with workforce management activities, including schedule changes, overtime, time-off adjustments, and staffing allocation.
• Identify recurring operational issues and provide insights to improve workforce efficiency.
• Ensure adherence to established workforce management policies and procedures.

Skills

Analytical skills

Communication skills

Contact center KPIs

Real-time dashboards

Excel skills

Workforce planning

Job description

DEPARTMENTAL OVERVIEW:

The Real-Time Analyst is responsible for monitoring and managing real-time workforce performance to ensure staffing levels align with business requirements and service-level objectives. This role closely monitors operational metrics, identifies performance or staffing gaps, and takes timely action to optimize workforce coverage and productivity.

MAIN DUTIES/RESPONSIBILITIES OF THE ROLE:

Detailed duties and responsibilities:

• Monitor real-time operational performance, including service levels, staffing, occupancy, productivity, and adherence.
• Track employee attendance, schedule adherence, breaks, lunches, and other workforce activities.
• Identify staffing shortages, overstaffing, unexpected absences, and operational trends.
• Make real-time recommendations or adjustments to staffing and employee schedules when required.
• Coordinate with Operations, Workforce Management, Team Leaders, and Supervisors to address performance gaps.
• Monitor queues, workloads, and service levels and escal
• Prepare and communicate real-time performance updates to relevant stakeholders.
• Analyze intraday performance and recommend corrective actions to maintain service-level targets.
• Support intraday forecasting and identify deviations from planned staffing requirements.
• Maintain accurate records of attendance, exceptions, schedule changes, and operational incidents.
• Generate daily, weekly, and monthly reports related to workforce and operational performance.
• Assist with workforce management activities, including schedule changes, overtime, time-off adjustments, and staffing allocation.
• Identify recurring operational issues and provide insights to improve workforce efficiency.
• Ensure adherence to established workforce management policies and procedures.

REQUIRED SKILLS

Technical skills

• Strong analytical and problem-solving skills, with the ability to translate complex data into actionable insights.
• Excellent communication and interpersonal skills, with the ability to interact effectively with stakeholders at all levels.
• Knowledge of contact center KPIs such as SLA, ASA, AHT, occupancy, service level, shrinkage, and schedule adherence.
• Experience with real-time monitoring dashboards and reporting systems.
• Intermediate to advanced Excel skills.
• Knowledge of workforce planning and intraday management principles

Behavioural skills

• Ability to comprehensively communicate with internal customers, colleagues and superiors, both face to face and via telephone
• Self-driven and precise work approach
• Highly self-motivated to achieve high standards in both quantity and quality.
• Integrity and desire to comply with all legal and moral standards
• Service oriented and customer focused
• Ability to prioritize tasks appropriately and recognize when issues need escalation