Real Time Analyst

Firstsource Solutions; United States; Remote; USD 42,000 - 54,000; Full time

Job summary

Firstsource is seeking a Workforce Optimization Coordinator to improve how staff are scheduled, managed, and utilized to meet operational needs while prioritizing employee satisfaction.

The role emphasizes real-time monitoring, intraday performance management, and dashboard creation to ensure the right staffing at the right times. Flexibility in work timing is expected.

Qualifications

• High school diploma or equivalent required.
• Intermediate MS Excel knowledge.
• MS Windows operating system navigation skills.
• Strong written and verbal communication skills.
• Ability to interact with all levels of management across locations.
• Ability to build and maintain strong working relationships.
• Strong analytical skills.
• Willingness to stretch and work flexible hours.

Responsibilities

• Real time monitoring and Intraday performance management.
• Exception Management.
• Real time reports - Hourly/Daily/Weekly.
• Preparing Dashboards.
• Analysis and Process development.
• Incident tracking, logging and escalations.
• Process and Procedure adherence.

Skills

MS Excel

Windows OS

Communication skills

Stakeholder management

Analytical skills

Flexible hours

Education

High school diploma

Tools

MS Excel Formulas

Job description

Job Title: Workforce Optimization Coordinator

About Firstsource

Firstsource is a specialized global business process management partner. We provide transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, and other diverse industries.

With an established presence in the US, the UK, India, Mexico, Australia, and the Philippines, we act as a trusted growth partner for leading global brands, including several Fortune 500 and FTSE 100 companies.

Job Summary

The Workforce Optimization Coordinator plays a key role in improving how an organization's employees are scheduled, managed, and utilized. Their goal is to ensure the right number of staff are working at the right times to meet operational needs efficiently while keeping employee satisfaction in mind.

Qualifications

• High school diploma or equivalent required
• Intermediate MS Excel knowledge
• MS Windows operating system navigation skills
• Strong written and verbal communication skills
• Ability to interact with all levels of management across various locations
• Ability to build and maintain strong working relationships
• Strong analytical skills
• Comfortable with flexible work timings and willingness to stretch

Essential Duties and Responsibilities

• Real time monitoring and Intraday performance management
• Exception Management
• Real time reports- Hourly/ Daily/ Weekly
• Preparing Dashboards
• Analysis and Process development
• Incident tracking, logging and escalations
• Process and Procedure adherence

Competencies

• WFM RTA Basics/Formulas & Call center Fundamentals
• MS Excel Formulas

Firstsource participates in E-Verify and we will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s I-9 to confirm work authorization.

It is the policy of this Company to seek and employ qualified individuals at all locations and facilities, and to provide equal employment opportunities for all applicants and employees in recruiting, hiring, placement, training, compensation, insurance, benefits, promotion, transfer, and termination. To achieve this, we are dedicated to taking affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, and other eligible veterans.