Real Time Analyst

Job Description

Role Purpose

The purpose of the role is to provide timely, accurate and quality MIS reports, dashboards to the external & internal stakeholders of account(s) as per the defined process and standards of security and compliance

Essential Skills:

• Good analytical skills
• Excellent in MS Excel & number crunching
• Experience with Workforce Management software (scheduling, performance tracking, reporting)
• Good interpersonal skills
• Excellent oral and written communication and listening skills
• Exposure to UK Banking / other vertical Collections
• 1 to 2 years of experience in work force management for call center

Responsibilities:

• Provide real-time monitoring via available tools and workforce management techniques to make intra-day adjustments in an effort to maximize resource efficiency and achieve service level goals / business objectives.
• Perform continual analysis of current performance and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Operations teams to achieve service level goals / business objectives for a multi-site operation
• Produces call volume forecasts on a daily, weekly, monthly and annual basis for multi-site operation.
• Generates and evaluates staffing schedules