Real Time Analyst
About the role
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.
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.
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
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
Skills
- WFM RTA Basics/Formulas & Call center Fundamentals
- MS Excel Formulas